Technical Services Lead

Job Summary

Providing operational leadership for support services, the full-time Technical Services Lead will manage day-to-day service delivery, ensuring quality, customer satisfaction, and continuous improvement in a remote environment.

Key responsibilities

• Lead the performance and delivery of assigned technical services, ensuring compliance with service level agreements (SLAs) and operational effectiveness
• Monitor service metrics, manage escalations, and drive timely resolution of issues while fostering strong client and stakeholder relationships
• Analyze operational data to identify trends and lead continuous improvement initiatives focused on service quality and efficiency

Required qualifications

• Bachelor's degree or equivalent experience
• 3-6 years of experience in service delivery, technical support, or customer support
• Experience managing escalations and operational performance metrics
• Proficiency in data analytics and reporting tools, including Power BI and Excel
• Strong understanding of service management and continuous improvement practices