Service Delivery Escalation Lead

PTS Advance • Contract • Brentwood, Tennessee • 1w ago

Details:

Work closely with users to fully understand business problems and engage appropriate IT teams to develop solution options.
Report the status of assigned tasks and projects to management.
Work to build and maintain relationships, which includes within IT team, cross-teams, customers, partners, etc.
Prioritization - At all times we are under time pressure of varying degree and this means prioritizing the work effectively.
Acts as an escalation point where difficult or controversial calls are received.
Ensure consistent, high quality and accurate technical support to increase client satisfaction.
Establish and maintain customer service standards and best practices.
Manage the overall training provided to IT and the business - providing content recommendations, review, deployments, policies, and improvements.
Collaborates with other IT groups and business units to evaluate processes and tools for training opportunities.
Organized, clear, and concise communication with employees, co-workers, and management.

Manages ad hoc needs presented by leadership or other IT teams

#INDG

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