Team Lead, Service Delivery (Remote in US)

Resultant is a modern consulting firm with a radically different approach to solving problems.

We don’t solve problems for our clients. We solve problems with them.

Through outcomes driven by data analytics, technology solutions, digital transformation, and beyond, our team works with clients in both the public and private sectors to solve their most complex challenges. We start by learning as much as we can about who they are, how they work, and what they’re striving for so we can feel their problems as our own. Partnering with our clients means their desired outcomes are always top of mind, their challenges and strengths guiding our efforts. We build client-focused relationships before we build unique solutions that blaze past expectations.

Originally founded in Indianapolis as KSM Consulting in 2008, Resultant now employs more than 450 team members who operate remotely and from offices around the United States including Indianapolis, Fort Wayne and Odon, Indiana; Columbus, Ohio; Lansing, Michigan; Denver, Colorado; Dallas, Texas; and Atlanta, Georgia.

We’re Resultant. Clients partner with us to see a difference. People join us to make one.

To help continue our rapid growth and solve our clients’ toughest problems, we need a Team Lead to join the team. The Team Lead is responsible for managing daily operations of the Service Desk of their functional group, managing individual contributors, representing the team within the department, and helping to ensure that the team is constantly developing and improving. This position will report to the Manager of the Service Delivery Team. If you love to solve problems and add value, please consider what your typical days might look like…

Service Responsibilities:

• Provide amazing support to our clients, greatly exceeding their experience of what anyone else has ever done for them.
• Work with Department Manager and peers to continuously meet these expectations; drive ticket resolution; perform deep dives into identified service issues.
• Ensure tickets are supported through their service lifecycle, while adhering to Resultant standards and ITIL best practices, including taking part in process creation and adherence to those processes.
• Provide input into existing framework for managing and improving customer IT support in the organization.
• Review survey feedback to improve services, tools, and support experience.
• Present, monitor, and manage key performance metrics such as NPS, SLA, call performance, and Resultant standards per client assigned.
• Responsible for understanding, communicating, and ensuring operational policies and standards are adhered to.
• Holds decision making responsibility within the discipline and appropriately escalates any issues which cannot be resolved.
• It is critical that this role establishes and maintains strong business and technical relationships with the Project Management and Project Delivery teams and acts as a critical liaison for the successful deployment of technology solutions for clients’ IT organization. 

People Responsibilities:

• Recruit and manage fearless and curious problem solvers.
• Cultivate a positive environment for the team to learn from mistakes and grow.
• Work collaboratively with teams of smart, thoughtful people to best meet the needs of our clients.
• Provide leadership by following through with department and individual goals.
• Responsible for team performance assessments and improvement plans.
• Responsible for coaching, counseling, and assisting employees to develop individual career development and training plans.
• Accountable for administrative management of 5-8 direct IT professionals, including HR administration, salary administration, time and expense reporting, etc.
• Track KPIs and metrics to measure employees
• Conduct performance reviews and provide feedback as needed.
• Ensure Resultant processes (solution delivery, operations, work requests, QA, etc.) and standards are established, effectively managed, and executed.

Some of the qualifications and skills we are expecting include the following:

• At least 5-8 years of experience as a Technical Support Specialist or similar role.
• Previous Service Desk management experience at a Managed Service Provider is preferred. 
• Excellent communication and customer service skills, both written and oral. 
• Ability to explain technical challenges and solutions to just about anyone, regardless of their background. 
• Willing to participate in an on-call rotation and provide after-hours support as necessary. 
• Must be legally authorized to work in the United States for any employer without sponsorship.

We expect that you will be able perform the following tasks daily. . . 

• Servers: Active Directory, File Permissions, Domain, Backups, Antivirus 
• Network: Firewalls, Switches, Wireless, Voice, DHCP, TCP/IP, DNS, VPN 
• Computers: Computer Replacement, Printer Installs, Antivirus 
• User Support: User Profile Migrations, Outlook Setup, Mobile Device Setup (email) 
• Applications and Products: Office 365, SharePoint, ITSM Ticketing

What you should know about us: 

• We are humble, hungry, and smart. We solve big problems, serve lots of clients, and are entirely committed to delivering transformative outcomes. 
• We are team players, deeply dedicated to the mission of the organization, and to helping everyone around us be successful. 
• We compensate well, rewarding performance that delivers positive outcomes for our clients and ensuring incentives are aligned to achieve our goals. 
• Our leaders work hard, serving as shining examples of what it means to live out our values. They are servant leaders, helping their teams to be successful in all possible ways. 
• We have a great benefits package including unlimited vacation, significant 401k contributions, and several opportunities to develop yourself. 
• We pride ourselves in having the best talent in the industry and hope that you're up for the challenge! 

What our team members say about us:

• "I love our true empathy and concern for our clients, it's very rare and appreciated. It is a pleasure to be a part of an organization like this."
• "I learn something new every single day, and I feel like I'm a part of building an organization that has legs. I appreciate that I'm consistently humbled by the talent and caliber of our team."
• "The culture of the company is amazing, and the climate of my team is great. The benefits that employees are offered are better than competitors, and the one-on-one presence that my team lead gives is extremely beneficial to me."

All qualified applicants will receive consideration for employment without regard to age, color, sex, disability, national origin, race, religion, or veteran status.

Equal Opportunity Employer