Verified Job
IT / Software / Data Analyst
Service Delivery Leader
IT / Software / Data Analyst
#43672
Remote / WFH
Computer Aid, Inc.
Job Description
Service Delivery Leader
Req number:
R7888
Employment type:
Full time
Worksite flexibility:
Remote
Who we are
CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.
Job Summary
As a Service Delivery Leader, you will be responsible for leading a technical product support team in support of a corporate tax software global product line.
Job Description
We are looking for a Service Delivery Leader to remotely lead a technical product support team, supporting a corporate tax software global product line. This is a leadership role responsible for the day-to-day performance, development, and quality of a team of support agents while serving as the senior technical escalation point and subject matter expert for the account. This position is full-time and remote.
Drive positive results in Customer Experience through timely response and professional interaction.
Provide consistent communication with customers and stakeholders to effectively manage expectations.
Function as a business liaison between CAI clients and their customers, balancing the needs of both the client and the business to drive a mutually agreed upon outcome.
Demonstrate self-direction in meeting team monthly metrics and individual performance targets.
Report to senior leadership on overall team status and performance against key metrics.
Technical Support & Escalation:
Act as the senior technical escalation point, providing Level 2 support for issues escalated by Level 1.
Analyze and resolve moderately to highly complex technical and software-related problems.
Troubleshoot issues across product functionality, data, calculation, and technical integration.
Collaborate with appropriate resources to identify root cause.
Support incoming requests via call, email, the client's web portal, ITSM tool, and ACD system as necessary.
Log, update, and verify all work activity within ITSM tools, resolving or routing tickets to the appropriate team.
Become and remain a technical subject matter expert across the scope of applications the team supports.
Contribute to creating and updating knowledge base articles, sharing knowledge across the team.
Provide 24x7 on-call support by rotation as dictated by business drivers.
Work on internal projects with the team when necessary.
What You’ll Need
Required:
Minimum 1–3 years' lead and/or supervisory experience in an Application Support or technical support role.
Minimum 1–3 years' hands-on Application Support or Technical Support experience (e.g., Product Support Specialist or Technical Support Analyst).
Degree in Information Systems or Computer Science (preferred) or equivalent experience.
Intermediate to advanced knowledge of platforms, operating systems, and web authoring tools.
Intermediate knowledge of product functional issues, complex technical issues, and the application of corporate tax concepts.
Working knowledge of computer terms, languages, and database concepts (Oracle, SQL Server, etc.).
Familiarity with common ERP systems and concepts, as well as corporate tax principles and related tax software.
Knowledge of common support tools and practices, specifically ticketing systems such as Salesforce, and ITIL principles.
Customer technical product support experience analyzing, resolving, and routing customer inquiries.
Analytical problem solver with strong attention to detail.
Excellent work ethic; self-motivated and a fast learner.
Ability to work independently and follow through on open tickets without supervision.
Team-oriented, with the ability to confidently make quick decisions using resources and independent judgment and to provide timely statuses to customers and stakeholders.
Proven ability to handle difficult customer situations while remaining positive and customer focused.
Ability to manage stress in a busy, and at times demanding, call center environment.
Awareness and appropriate handling of sensitive proprietary information.
Strong written and verbal communication skills; using consideration and tact and conventions proper to the situation.
Ability to work an on-call rotation.
Preferred:
Certifications in databases, Java, or web services.
Knowledge of UNIX/Linux and relational database concepts.
Knowledge of environmental variables and compilation commands for operating systems and programming languages.
Knowledge of ITIL principles.
Physical Demands
Req number:
R7888
Employment type:
Full time
Worksite flexibility:
Remote
Who we are
CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.
Job Summary
As a Service Delivery Leader, you will be responsible for leading a technical product support team in support of a corporate tax software global product line.
Job Description
We are looking for a Service Delivery Leader to remotely lead a technical product support team, supporting a corporate tax software global product line. This is a leadership role responsible for the day-to-day performance, development, and quality of a team of support agents while serving as the senior technical escalation point and subject matter expert for the account. This position is full-time and remote.
Drive positive results in Customer Experience through timely response and professional interaction.
Provide consistent communication with customers and stakeholders to effectively manage expectations.
Function as a business liaison between CAI clients and their customers, balancing the needs of both the client and the business to drive a mutually agreed upon outcome.
Demonstrate self-direction in meeting team monthly metrics and individual performance targets.
Report to senior leadership on overall team status and performance against key metrics.
Technical Support & Escalation:
Act as the senior technical escalation point, providing Level 2 support for issues escalated by Level 1.
Analyze and resolve moderately to highly complex technical and software-related problems.
Troubleshoot issues across product functionality, data, calculation, and technical integration.
Collaborate with appropriate resources to identify root cause.
Support incoming requests via call, email, the client's web portal, ITSM tool, and ACD system as necessary.
Log, update, and verify all work activity within ITSM tools, resolving or routing tickets to the appropriate team.
Become and remain a technical subject matter expert across the scope of applications the team supports.
Contribute to creating and updating knowledge base articles, sharing knowledge across the team.
Provide 24x7 on-call support by rotation as dictated by business drivers.
Work on internal projects with the team when necessary.
What You’ll Need
Required:
Minimum 1–3 years' lead and/or supervisory experience in an Application Support or technical support role.
Minimum 1–3 years' hands-on Application Support or Technical Support experience (e.g., Product Support Specialist or Technical Support Analyst).
Degree in Information Systems or Computer Science (preferred) or equivalent experience.
Intermediate to advanced knowledge of platforms, operating systems, and web authoring tools.
Intermediate knowledge of product functional issues, complex technical issues, and the application of corporate tax concepts.
Working knowledge of computer terms, languages, and database concepts (Oracle, SQL Server, etc.).
Familiarity with common ERP systems and concepts, as well as corporate tax principles and related tax software.
Knowledge of common support tools and practices, specifically ticketing systems such as Salesforce, and ITIL principles.
Customer technical product support experience analyzing, resolving, and routing customer inquiries.
Analytical problem solver with strong attention to detail.
Excellent work ethic; self-motivated and a fast learner.
Ability to work independently and follow through on open tickets without supervision.
Team-oriented, with the ability to confidently make quick decisions using resources and independent judgment and to provide timely statuses to customers and stakeholders.
Proven ability to handle difficult customer situations while remaining positive and customer focused.
Ability to manage stress in a busy, and at times demanding, call center environment.
Awareness and appropriate handling of sensitive proprietary information.
Strong written and verbal communication skills; using consideration and tact and conventions proper to the situation.
Ability to work an on-call rotation.
Preferred:
Certifications in databases, Java, or web services.
Knowledge of UNIX/Linux and relational database concepts.
Knowledge of environmental variables and compilation commands for operating systems and programming languages.
Knowledge of ITIL principles.
Physical Demands
