Team Lead, Support Operations (Day Shift)

at  Global Relay

WHO WE ARE:

For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.
Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It’s a place where you can genuinely make an impact – and be recognized for it.
We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.
We encourage you to apply if your qualifications and experience are a good fit for any of our openings.

NOTE: THIS ROLE IS CARRIED OUT ONSITE AT OUR GASTOWN OFFICE LOCATION.

The Team Lead, Support Operations team will be responsible for ensuring the Support Operations team are providing the expected level of support to our global customer base for all Global Relay products and services that customers depend upon. The Support Operations team is available 24x7 x 365 to assist customers in a professional and courteous manner as well as monitoring all critical services to proactively identify issues which impact our customers.
The Team Lead works to ensure the team has the resources and skills required to manage and clear the daily case queue and to proactively train, assess, develop, and mentor Technicians and Junior Technicians to be proficient in all functions and case types. This role has a focus on Quality Control and management of less experienced Technicians.
The role will also involve delivering ad hoc projects and working with other Support Leads, Managers, and the Support Services Director to drive the growth of the Support Services organisation and the business.

LEADERSHIP RESPONSIBILITIES:

• Provide team member on-boarding and ongoing training
• Initial contact point for Support Operations Team escalations
• Manage team member time off requests ensuring adequate coverage to meet shift requirement
• Support the team in the review and improvement of existing processes and procedures
• Review staff scheduling, peak-period holiday allowances, seating, and break time assignments
• Ensure progression plans, skills matrices, and SMART goals are reviewed and updated quarterly
• Manage the probationary period and annual individual performance assessments of all direct reports including the solicitation of feedback from appropriate stakeholders
• Deliver comprehensive annual performance reviews (IPAs) for direct reports as scheduled by HR, specifically reviewing past accomplishments and agreeing to future SMART goals
• Oversee request and workflow queues to ensure all cases and inquiries are triaged and responded to properly and efficiently
• Manage Cisco Finesse tech status and able to run queries and reports as needed
• Understand and operate Cisco UCCX
• Work with GR Dev for product features and enhancements.
• Multiple SME on GR Product(s)