Job Summary

A customer experience management and business process outsourcing company. has an open position for a Remote Incident Management Tier 3 Lead.

Core Responsibilities of this position include:

• Lead the day-to-day operations of the Incident Management Tier 3 team
• Manage Severity 1 and 2 outages
• Manage the team as it relates to scheduling and attendance, performance appraisals, and hiring and firing decisions

Required Skills:

• A minimum of 5 years of Call Center experience, 2 of which must be in Information Technology
• Bachelor’s degree or equivalent work experience
• A working knowledge and understanding of all technologies used in a Call Center environment
• Able to manage and motivate a team of IT Support resources
• Able to provide continual improvement in the day-to-day operation of the team
• A strong understanding of IT Support processes and procedures