Service Delivery Leader

Req number:

Employment type:

Worksite flexibility:

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

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.

Reporting to the Service Delivery Manager, the Service Delivery Leader will be the singular point of contact for a team comprised of 12 agents or more. They will own case queue monitoring and management, coach and develop agents to proficiency, drive customer experience outcomes, and report on overall team status to senior leadership. In addition to leading the team, the Service Delivery Leader will provide Level 2 technical support for issues escalated by Level 1, troubleshooting moderately to highly complex problems across product functionality, data, calculation, and technical integration. This position is full time and remote.

Only work authorizations that will not require sponsorship now or in the future will be considered.

What You’ll Do

Team Leadership & People Development:

• Serve as the singular point of contact and subject matter expert for a team comprised of 12 agents or more
• Monitor agent and team performance, addressing case queue concerns and balancing workload across the team.
• Coach agents to proficiency in case resolution, providing ongoing feedback and development.
• Mentor and train new team members, and provide work leadership and assistance to less senior staff.
• Report directly to the Service Delivery Manager on team status, risks, and concerns.
• All other leadership duties as assigned.
• Provide 24x7 on-call support by rotation as dictated by business drivers.

Service Delivery & Customer Experience:

• Own case queue monitoring and management to ensure timely, high-quality resolution and adherence to SLAs.
• 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

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor

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Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

EEO Statement

It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.