Job Overview:
The Service Delivery Team Lead supports day-to-day operations across the Service Delivery team. This role focuses on queue oversight, coaching, team performance, process adherence, and acting as a key escalation point for Service Desk Analysts. The Team Lead helps maintain service quality, reinforces operational standards, and drives consistency, accountability, and continuous improvement across the team. This role carries team-level responsibility for supporting Service Delivery operations, improving efficiency, strengthening communication, and helping ensure technical excellence across the department.

This position reports directly to the Team Lead and indirectly to the Director of Service Delivery.

Responsibilities:

Queue Management & Service Delivery

Provide daily queue oversight, including monitoring aging tickets, stale statuses, missed follow-ups, SLA risks, and tickets requiring reassignment or escalation.
Conduct weekly queue reviews focused on ticket hygiene, proper categorization, accurate documentation, SLA adherence, and SOP compliance.
Serve as a key escalation point for technical, procedural, and customer-impacting questions.
Support onboarding/offboarding processes by ensuring team members follow documented KBs and SOPs.
Assist with maintaining accurate customer information in Halo, Datto and IT Glue.

Escalations & Process Compliance

Reinforce escalation pathways to engineering, project management, and other internal teams.
Validate escalation requests before approval to confirm troubleshooting steps, screenshots, ticket notes, and business impact are documented clearly.
Assist with workload balancing by identifying high-volume periods, queue bottlenecks, coverage gaps, and opportunities to redistribute work when needed.
Identify recurring issues or knowledge gaps within the team and recommend training topics or process improvements to leadership.
Monitor team-level performance metrics (TTA, TTR, call volume, SLA compliance, ticket closures, and CSAT) and surface concerns or trends to the direct report.
Follow up with team members on overdue tasks, missed appointments, incomplete documentation, low productivity, or repeated process gaps.

Team Leadership & Coaching

Participate in weekly leadership syncs to discuss team performance, challenges, staffing needs, and opportunities for improvement.
Ability to perform hands‑on technical work, including level 1–2 troubleshooting when needed.
Participate in new client onboarding meetings to establish onboarding/offboarding KBs.
Monitor CSAT responses and review neutral or negative feedback to ensure customers are contacted for additional information, clarification, or to address the concern when appropriate to ensure the issue is resolved.
Track recurring customer concerns, service issues, and process breakdowns, then work with leadership to address trends before they become larger service-impacting problems.
Perform other duties as assigned to support Service Delivery operations.

Team Development & Support

Provide coaching, mentorship, and guidance to Service Delivery team members to reinforce role expectations and professional growth.
Conduct regular coaching conversations related to ticket closures, call handling, follow-up timeliness, SLA compliance, documentation quality, and customer communication.
Document coaching conversations, performance trends, progress updates, and follow-up items in PI to support consistent tracking and accountability.
Support new hire onboarding across the team, including shadowing, workflow guidance, and reinforcement of expectations (SOPs, SLAs, etc.).
Assign onboarding shadowing activities, review new hire progress, and ensure new team members are gaining confidence with core systems, workflows, and service expectations.
Provide feedback to leadership regarding team performance, training needs, staffing concerns, and process improvements.
Complete reporting on team performance and metrics.
Participate in performance discussions when required.
Prepare and follow 30-60-90 plans for new hires and track progress within PI.
Partner with leadership on interview feedback, candidate evaluation, and onboarding readiness when hiring needs arise within the Service Delivery team.
Assist in preparing 90-day, bi-annual, and annual reviews by summarizing progress, documented coaching, performance trends, and recommended goals for leadership review.

Required Skills & Qualifications:

Associate’s degree or higher.
Minimum 3–5 years of IT service desk experience.
Minimum 3–5 years of customer service experience (phone and email).
2+ years of leading or mentoring technical teams.
Managed teams supporting 100+ SMB clients.
MSP experience
Experience with Halo or similar ticketing systems.
Experience owning daily ticket queue management
Proven history improving SLA performance
Experience creating SOPs and knowledge base documentation.
Experience coaching underperforming employees
Comfortable delivering difficult feedback
Strong experience with Microsoft 365 environments, Windows 10/11 and Mac OS.
Strong written and verbal communication skills with an empathetic customer service approach.
Excellent organizational and multitasking abilities.
Availability for after-hours support as needed.

Preferred Qualifications

Bachelor’s degree
Managed Service Provider (MSP) experience.
Familiarity with IT hardware, software, and managed services environments.
Experience with ITIL and ITSM frameworks.
Experience participating in hiring processes

Key Success Measures Including, but not limited to:

Healthy ticket queues with minimal aging tickets, stale statuses, and missed follow-ups.
Consistent SLA adherence, accurate ticket documentation, and proper ticket categorization.
Strong CSAT performance and timely follow-up on neutral or negative customer feedback.
Documented coaching follow-through, clear accountability, and measurable progress toward team goals.
Improved consistency in SOP adherence, escalation quality, and knowledge base usage.
Consistently meet or exceed established KPIs

Estimated Time Allocation:

35% Queue Management, Service Delivery Oversight & Escalation Support
25% Coaching, Team Development & Performance Follow-Up
20% Reporting, Process Compliance & KPI/SLA Monitoring
10% New Hire Onboarding, Training & Knowledge Base Support
10% Hands-On Technical Support & Other Operational Needs

Work Environment & Benefits:

Atlanta, GA office location
Competitive salary and employer-contributed health benefits
Competitive PTO benefits
Access to a company cell phone plan
Collaborative, fast-paced environment with growth opportunities
Regular team celebrations and company events
Performance-based KPI and SLA bonuses

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Cortavo is the only all-inclusive managed IT solution, providing small and mid-sized organizations with everything they need to run technology seamlessly. From hardware and help desk support to cybersecurity, internet connectivity, and cloud services, Cortavo eliminates the complexity of IT for a single monthly price. Headquartered in Atlanta, GA, Cortavo serves organizations across the U.S., helping them reduce downtime, boost productivity, and grow with confidence. Learn more at www.cortavo.com.

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BENEFITS & PERKS AT A GLANCE

Offered to full time employees only

Employee Benefits

Cortavo recognizes that employees have diverse needs and that is why the Company is able to offer multiple and very comprehensive benefit plans to include, medical, dental, vision, FSA, Health Care & Dependent FSA, and Basic Life AD&D.

401(k)

Save for your retirement with pre-tax contributions with retirement plans offered through Transamerica.

Short & Long Term Disability

The Company is pleased to offer both Short Term (Voluntary election) and Long Term Disability which is 50% company paid.

Unlimited Paid Time Off (PTO)

Cortavo understands the importance of work-life balance and recognizes employees have diverse needs for time off. The Company offers Unlimited Paid Time Off (PTO) in lieu of personal days, floating holidays, and vacation days.

Fitness & Wellness Program

The Company offers a wellness plan that includes unlimited access to a personal trainer. The personal trainer will work to create customized exercise programs and provide dietary counsel to encourage a healthy lifestyle for all interested employees.

Cell Phone Plan

The Company offers service on the Company’s Verizon cell phone plan. This benefit is limited to one per employee and participating employees must transfer their current number over to the Company plan.

Student Debt Relief

The Company is excited to offer an annual $3,000 student loan payment for employees. The Company will mail a $3,000 check directly to each participating employee’s student loan company.

Child Care Expense Relief

The Company offers a $2,000 child care payment for employees. The Company will submit a $2,000 payment directly to each participating employee’s child care provider.