Team Leader

Company Overview

NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.

Responsibilities

The Team Leader role is responsible for oversight and management of a team of Service Desk Engineers.

• Monitor calls for quality, provide performance coaching and feedback.
• Track attendance and performance of team and individuals.
• Assign work to team members and make them accountable for their work.
• Provide input into performance management and terminations.
• Assist in performance ratings of team members at year end.
• Manage the queue of calls to ensure service levels are maintained.
• Implement Process Improvements for Team. Recognize, evaluate and identify areas for improvement.
• Resolve participant escalations/issues without further escalation by providing superior customer service.
• Other: Interviewing candidates, providing input on hiring, training, client meetings, client tours, team meetings.
• Analyzes Service Desk trends to identify opportunities to improve the quality IT offerings.
• Provide customer service and satisfaction in the area of desktop.
• Assist in authoring, maintain, adherence to and improve operating policies, procedures and associated documentation.
• Potential 7x24 after-hours support and on-call rotation; must have internet access from home.
• Contribute to and manage additional special projects assigned by the clients and or management team.

 

Qualifications

• 3-5 years of work experience in a Call Center/Service Desk practice. Required
• Minimum of 2 years experience managing people in Call Center/ Service Desk practice. Required
• Strong analytical, problem-solving, and strategic thinking skills with the ability to translate big-picture insights into practical actions.
• Excellent oral, written, and documentation skills, with the ability to clearly communicate ideas and gain buy-in
• Demonstrated leadership capability; sought out by others to resolve issues, guide decisions, and support problem solving.
• Ability to manage multiple concurrent tasks and shifting priorities with strong attention to detail and minimal supervision.
• Strong interpersonal skills, including the ability to build trust, address conflict constructively, and collaborate effectively with employees, managers, customers, and partners.
• Customer-focused mindset with the ability to adapt communication and solutions to different audience needs, including senior-level representatives.
• Ability to work independently and effectively within a team environment, including managing up when appropriate
• Knowledge of project management and resource allocation concepts to support operational effectiveness and goal achievement.
• Forward-thinking mindset with the ability and desire to quickly learn new technologies, anticipate future needs, and identify emerging trends.
• Creative, solution-oriented approach that supports innovation and continuous improvement

Work Locations:

• Remote: Job duties are performed from the employee’s home home or another approved remote location. Remote employees are expected to maintain productivity, communication, and availability during agreed-upon working hours, in alignment with company policies.
• Requires Travel - Yes
• Requires Overtime - Yes
• Varying Shift - Yes

At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

 

All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

 

NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.