• Act as an escalation point for critical client issues, communicate and manage communication with customers as needed • Manage team performance and tools to meet or exceed SLOs • Mentor and motivate your team via one-on-one meetings and other methods to provide coaching and guidance • Perform employee reviews, manage headcount, hiring and overall HR management for your team. Build a culture of continuous improvement via feedback, coaching and staff development • Responsible for the scheduling, time and utilization management of team members. Ensuring every hour is a profitable hour and that workflows and procedures are being followed • Review and manage service backlog to ensure services are being correctly scheduled, prioritized and moving through the system as desired • Proactive issue trending and data reporting for the improvement of key metrics • Ensure objectives are clear, progress is tracked, and results are reviewed, and instill a culture of high performance • Advocate for the customer in day-to-day operations • Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders, and post incident reviews • Liaise with internal and external resources to provide detailed analysis of the operations and opportunities for improvement to meet SLAs and internal efficiencies • Collaborate across all VC3 departments to maximize overall customer satisfaction • Maintain accurate and up to date documentation through the change management processes • Ensure quality administrative results from your team. For example, real-time time entry, timely submission of timesheets and expenses, frequent and business appropriate customer communications, and overall presentability • Be a leader within the company, attending staff events, participating in meetings, encouraging a positive morale and holding all employees accountable. Set the example to follow for customer service • Maintain an in-depth knowledge of the products and services we offer • Attend training & team meetings as required • Assist with the development and evolution of the Team Lead role • Review CSAT responses; provide coaching, praise, and client follow up as required • Additional duties as required