Platform Services Team Lead
The Platform Services Team Lead provides technical leadership, team coordination, and operational oversight to ensure effective service delivery, process compliance, continuous improvement, and successful collaboration across departments.
Key Responsibilities
- Coordinate team workloads, priorities, and resources to support effective service delivery and operational objectives.
- Provide technical leadership through coaching, mentoring, onboarding, cross-training, and knowledge sharing.
- Oversee ticket quality, documentation standards, worklog accuracy, workflow compliance, and adherence to established processes.
- Support the resolution and escalation of complex technical, operational, and client-related issues while coordinating with internal stakeholders.
- Collaborate with Project Managers, Support, Field Services, Implementation, Development, and other departments to support client and business requirements.
- Monitor team performance, service delivery metrics, workload trends, and operational risks, providing recommendations and visibility to leadership.
- Drive continuous improvement through process optimization, standardization, reporting, training initiatives, and operational planning.
Qualifications
- Experience leading or coordinating technical support, platform services, implementation, or related operational teams.
- Strong technical, analytical, and problem-solving skills, with the ability to manage competing priorities and complex issues.
- Effective communication, collaboration, and organizational skills, with experience supporting cross-functional teams.
- Experience with service delivery processes, ticketing systems, databases, reporting tools, and other business applications preferred.
Key Competencies
- Leadership, coaching, and team development.
- Client focus, communication, and cross-functional collaboration.
- Problem solving, decision making, and accountability.
- Operational excellence, process improvement, and strategic execution.