Technical Services Lead
Company: CBRE
Location: Salem
Posted on: May 6, 2024
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Job Description:
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)
Keywords: CBRE, Beaverton , Technical Services Lead, IT / Software / Systems , Salem, Oregon
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