Service Delivery Leader

Job Summary

Leading a technical product support team remotely, the full-time Service Delivery Leader will oversee day-to-day team performance, provide Level 2 technical support for a corporate tax software product line, and drive customer experience outcomes.

Key responsibilities

• Monitor team performance, manage case queues, and coach agents to proficiency
• Act as the senior technical escalation point, troubleshooting complex issues and providing Level 2 support
• Ensure timely and high-quality resolution of customer inquiries while reporting on team status to senior leadership

Required qualifications

• 1-3 years of lead/supervisory experience in an Application Support or technical support role
• 1-3 years of hands-on experience in Application Support or Technical Support
• Degree in Information Systems or Computer Science, or equivalent experience
• Intermediate to advanced knowledge of platforms, operating systems, and web authoring tools
• Familiarity with ERP systems and corporate tax principles