Fife Office Headquarters - Fife WA
Full Time
Not Specified
$3500.00 - $4000.00 Salary/month
None
Day
Customer Service
Continuant is a Managed Services Provider and Systems Integrator specializing in multi-OEM telecommunications support Unified Communications and Audio-Visual solutions. Our mission is to help organizations stay reliably connected; whether theyre hospitals universities manufacturers or government agencies.
From supporting complex telecom environments to integrating AV solutions Continuant equips customers to make the most of every opportunity by delivering world-class service around the clock.
Continuant Core Values
Passionate Service - Enthusiastically engage with our customers and colleagues investing in strong relationships.
Calculated Agility - Demonstrate the ability to rapidly gain understanding of unfamiliar situations formulate strategic solutions that benefit all parties and take effective action.
Fierce Integrity - Demonstrate fierce integrity by following through on your commitments and lead by example.
Unwavering Grit - Show relentless determination passion and resilience in the face of challenges.
Pursue Improvement - Maintain a curious and courageous mindset constantly questioning the status quo.
The Opportunity: Service Delivery Lead
Were seeking a full-time onsite Service Delivery Lead (SDL) to join our experienced Service Operations team in Fife WA. If you bring a blend of technical fluency customer service savvy and a knack for guiding others youll thrive in this fast-paced mission-critical role.
As an SDL youll lead the daily delivery of service and support across a range of technologies and customers. Youll work cross-functionally to ensure alignment to SLAs escalate issues guide internal teams and help Continuant deliver on its promise of excellence.
Key Responsibilities
SDLs at Continuant may specialize in one or more areas including OEM engineer support Service Desk Operations Major Incident Management Dispatch Coordination or Carrier/Parts Management. While the exact focus may vary all SDLs are responsible for:
Resource and Workflow Management
Prioritize and assign technical work across engineers and Customer Service Reps (CSRs)
Monitor and manage queues in ServiceNow
Ensure on-call rosters and scheduled work calendars are accurate and updated
SLA and KPI Ownership
Monitor ticket aging SLA compliance and customer KPIs
Audit breached or escalated tickets and drive resolutions/recommend remediation
Push change and incident updates to customer stakeholders as needed
Leadership and Mentorship
Train and coach team members on ServiceNow practices scope of work writing and troubleshooting strategies
Act as escalation point for service blockers or team challenges
What Makes a Strong SDL at Continuant
Confident under pressure and able to pivot quickly
Builds rapport easily across teams and with customers
Highly organized and self-directed
Enjoys following and improving process ensuring they are followed by the organization
Emotionally intelligent with strong interpersonal skills
Critical thinker and curious problem solver
Understands both customer experience and business priorities
Tech-savvy and always eager to learn
Minimum Qualifications
2 years of experience in technical service delivery or operations leadership
Familiarity with ITIL practices (certification is a plus)
Background in networking telecommunications or IT support environments
Comfortable using Office 365 apps (Teams Outlook SharePoint OneNote Visio)
Experience coaching or mentoring team members
Strong communication and documentation skills
Why Join Continuant
Unique on-site perks: Gym Pickleball Chiropractor Naturopath Massage
Fitness Fund for massage and gym reimbursement
$0 Premium Medical Plan plus Dental and Vision
401(k) Match with 100% company contribution
Generous PTO Paid Holidays
Annual Portfolio Bonus and career development opportunities
Learn more: is an Equal Opportunity value diversity and are committed to creating an inclusive environment for all employees. Pre-employment drug testing (including marijuana) background check and eligibility to work in the U.S. are required.
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