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Team Lead, Technical Support Services

Date: Jul 24, 2022

Location: Amsterdam, NL, 102 KE London, GB, SE1 9PG

Company: Optimizely

Optimizely is focused on unlocking digital potential and we are the recognized category leader in Digital Experience Platform (DXP) and created the category for A/B Testing and experimentation software. We have incredible customers – isn’t that one of the most important aspects of looking for your next job? Optimizely has over 9,000 brands from global organizations such as Visa, Sky, Yamaha, Wall Street Journal to tech innovators like Atlassian, DocuSign, FitBit and Zillow.

 

Not only are we financially sound and growing but we have unicorn status: Exceeded $300M in revenue in 2020, is profitable already, and has all strategic options ahead of itself. Optimizely continues to invest and addresses a market opportunity north of $30 billion, providing significant personal career growth opportunities.

 

We are an inclusive culture with a global team of 1200+ people across the US, Europe, Australia, and Vietnam. We blend European and American business culture with emphasis on teamwork, inclusion, and moving fast. People make the difference!

 

If you are looking to work on the next generation of digital technologies in a fast-paced, hyper-growth environment, apply! We’re just getting started...

Introduction

The Team Lead provides leadership for a key component of Optimizely’s Technical Support Services. In each of the primary functional areas: First Line Support, Applications Support, Incident Management, and Service Desk, as well as in each of the primary regional service centres: US, EMEA, and Hanoi, there is a need for a Team Lead to provide local supervisory management. In addition to leading a local team of dedicated, technical support professionals in their day-to-day operational activities, the Team Lead is also responsible for ticket queue management, including prioritization and routing, maintaining staffing schedules, escalations and interfacing with other support and internal Optimizely teams, while surpassing service level and customer satisfaction KPIs.

Job Responsibilities

  • Supervise and provide leadership to build and maintain a strong team through effective communications and coaching.
  • Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
  • Monitoring queues to ensure SLAs are maintained.
  • Ensuring ticketing procedures and guidelines are followed
  • Coordinating tickets that cross organizational boundaries to ensure KPIs and SLAs are met
  • Accountable for meeting and exceeding team KPIs 
  • Continually assess the service level and provide recommendations for improving operational performance. 
  • Contribute to building and maintaining a positive work environment and promoting frequent communication among all team members. 
  • Generate and evaluate local staffing schedules ensuring adequate coverage including on weekends and holidays
  • Handle escalations from support engineers providing oversight and assuming accountability for all escalations.
  • Contributes to and delivers performance reviews.
  • Addresses disciplinary and/or performance problems according to company policy
  • Ensures employees have appropriate training and other resources to perform their jobs
  • Embrace, promote and lead continuous improvement efforts. 
  • Report issues, risks, observations, and team member feedback to Management.

Knowledge and Experience

  • English Speaking (C1 at least)
  • Minimum 3+ years operational experience 
  • Conversant in web/cloud technologies such as HTML, CSS, Javascript, C#, ASP.Net, Azure, AWS
  • ITIL foundation training and certification preferred 
  • Ability to lead and motivate a staff of employees.
  • Must possess a sense of urgency and passion for customer service. 
  • Strong written and verbal communications skills  
  • Superb troubleshooting and analytical skills 
  • Must demonstrate the ability to address problems quickly 
  • Ability to work independently with minimal supervision while focused on delivering results set forth by management.   
  • Excellent organization and analytical skills
  • Ability to handle and prioritize multiple tasks while maintaining attention to detail
  • Excellent coaching and mentoring skills
  • In-depth understanding of service level agreements (SLAs)
  • Flexibility to occasionally work outside normal business hours including weekends preferred.

Education

  • Bachelor's degree in Computer Science, IT or Telecommunication preferred or equivalent working experience

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

 

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