Service Support Team Leader

The Service Support (SS) Team Leader is responsible for supervising the Service Support Specialists team. SS Team Leader oversees and leads the Service Support Department. The role involves team development, supervising their performance and acting as their first point of contact.

Responsibilities:

• Ensuring correct measurement and achievement of key performance indicators (KPI's) of Service Support Department.
• Helping the Service Support team to resolve incidents as they occur in the Live Casino studio.
• Acting as the point of escalation for complex issues faced by the team.
• Monitoring the standard of work and evaluating performance of the team on a regular basis.
• Reporting monthly on staff performance, direct report activity and domain performance against KPI's.
• Coordinating recruitment activities when needed.
• Handling disciplinary and other HR issues when they arise.
• Reviewing, updating procedures and rules, new system testing, new table launching.
• Assisting in the maintenance of the Service Management Knowledge Base.
• Liaising with other departments to ensure that all policies and procedures are in line with licensing requirements.
• Ad hoc projects - lead and/or participate in business unit projects.

• High school diploma/GED;
  Associates degree or higher preferred
• 2+ years of experience troubleshooting issues in live studio environment
• 1+ years of experience monitoring service and/or performance KPI's
• Hands on experience handling complex technical and nontechnical support issues
• Ability to analyze situations quickly and make prompt decisions in a possibly tense environment.
• Strong written and oral communication skills.
• Strong computer skills (Microsoft Office, Jira, proprietary database tools).
• Ability to multitask and handle high pressure situations.
• Ability to maintain strict confidentiality.
• Ability to communicate effectively to establish cooperative linkages among staff.
• Analytical and action oriented.

Working Conditions

This position requires to be present in the office for 8-9 hours a day, with short breaks in between and a lunch break. Work a standard 40-hour week, with no overtime. May work nights, weekends, and holidays if required.