Tier 3 Service Desk Engineer (Hybrid – Charlotte, NC)

Optomi, in partnership with a leader in the manufacturing industry, is seeking Tier 3 Service Desk Engineer for a hybrid role in Charlotte, NC! The right candidate will ensure that services are delivered efficiently, meeting or exceeding client expectations while maintaining quality and operational standards. The right candidate will have experience in Tier 3 troubleshooting to help resolve issues, assisting in monitoring the team, and fostering a strong relationship between the organization and its customers.

Responsibilities of the right candidate:

• All levels of support will be required including working tickets, answering phone and some walk-ups.
• Oversee the delivery of services to clients, ensuring alignment with service level agreements (SLAs).
• Serve as the primary point of contact for assigned customers, managing their service delivery needs, and ensuring high levels of customer satisfaction via our ticketing queue and phone calls.
• Monitor service delivery processes to ensure efficiency and effectiveness.
• Act as the primary point of contact for escalations, resolving issues promptly.
• Drive continuous improvement initiatives to enhance service quality.
• Manage and mentor service delivery teams, promoting collaboration and high performance.
• Provide training and professional development opportunities for team members.
• Stay updated on industry trends and technologies to drive innovation.
• Monitor tickets, feedback, and identify opportunities for additional value-added services.
• Develop and maintain comprehensive documentation related to service delivery processes, procedures, and best practices.
• Act as a technical advisor to the Service Desk Engineers providing guidance on technology trends, best practices, and optimization opportunities.
• Stay informed about industry developments and emerging technologies to ensure that our service offerings remain accurate.
• Attend meetings when needed if the Service Delivery Manager is not available, making sure to notate the details and where the Service Desk is needed.
• Work on projects with the infrastructure team and provide updates back to manager.