Technical Services Lead

Job ID

165293

Posted

01-May-2024

Service line

Advisory Segment

Role type

Full-time

Areas of Interest

Customer Service, Digital & Technology/Information Technology, Project Management

Location(s)

Remote - US - Remote - US - United States of America

About the Role:

The Technical Service Lead is both a leader and contributor to the team providing support services, acting as the subject matter expert and daily point of contact for clients and team members. Exemplary customer service, critical thinking, and problem-solving skills, as well as the ability to prioritize, are keys to success in this position. The nature of the position also requires an ability to communicate clearly on a variety of different levels, both externally and internally and may include managing special projects.

What You’ll Do:

• Acts as service lead and oversees and/or manages support desk activities in the coordination with the Service Manager to successfully manage specified services.

• Manages multiple services simultaneously, while also serving as a point of contact on some client projects.

• Manages service scope, monitors service SLAs and performance, and provides status reports to Service Manager, as required.

• Interacts with the client to provide technical support.

• Provides client support and training as needed.

• Performs quality assurance on all services being developed for clients to ensure quality.

• Provides support to Service Managers on services.

• Mentors the activities of Technical Service Admins, including support for work order fulfillment.

• Provides support and assistance for extra workload, as needed.

• Processes, prepares, and maintains support metrics and monthly business reviews for all services.

• Monitor requests coming in and provide leadership to the team processing and managing those requests to maintain a 95% (or higher) Service Level Agreement compliance.

• Serves as the point of escalation for business critical or multifaceted issues ensuring they are handled in a consistent, urgent, and professional manner.

• Performs other duties as assigned.

What You’ll Need:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Bachelors degree from four-year college or university. Minimum of 1 to 3 years of experience required.

• Experience with data analytics is preferred.

• Excellent written and verbal communication skills. Strong organizational and analytical skills.

• Ability to provide efficient, timely, reliable, and courteous service to customers.

• Ability to effectively coach and provide feedback.

• Ability to establish and maintain effective relationships with coworkers and customers to gain their trust, including experience leading by example.

• Ability to comprehend, analyze, and interpret documents. Ability to solve problems involving several options in situations. Requires intermediate troubleshooting skills.

• Rigor and logic to solve difficult problems with effective solutions.

• High degree of independence, initiative, responsibility, and accountability to exemplify a self-managing professional.

• Ability to optimize team effort through process improvement, gaining capacity for value-added work.

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Equal Employment Opportunity: CBRE is an equal opportunity employer that values diversity. We have a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law.

Candidate Accommodations: CBRE values the differences of all current and prospective employees and recognizes how every employee contributes to our company’s success. CBRE provides reasonable accommodations in job application procedures for individuals with disabilities. If you require assistance due to a disability in the application or recruitment process, please submit a request via email at recruitingaccomodations@cbre.com or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada).

NOTE: Some, but not all, of our positions may have an additional requirement to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing. If you have questions about the requirement(s) for this position, please inform your Recruiter.

CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)