Description
The Service Desk Team Lead is responsible for overseeing the day-to-day operations of the Service Desk team, ensuring high-quality and efficient support to end-users. This role requires a hands-on leader who can manage, mentor, and motivate the team while ensuring adherence to service level agreements (SLAs) and promoting a culture of continuous improvement. This role reports to the Manager of the Coretek Service Desk.
Responsibilities:
o Supervise, coach, and mentor the Service Desk Analystso Act as the primary escalation point for complex or unresolved technical issueso Schedule and manage team shift to ensure 24/7/365 coverageo Conduct regular 1:1s and team meetings as neededo Initiate verbal and written warnings as neededo Participate in performance review and goal setting process· Deliveryo Monitor daily operations and apply proactive ticket queue management to ensure all tickets are responded to within SLA guidelines o Ensure ticket quality and consistency of support through periodic ticket reviewso Review metrics to assess team performanceo Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications· Collaborationo Act as a liaison with other IT teams to resolve complex issueso Oversee the development, implementation, and administration of help desk staff training procedures and policies.· Continuous Improvemento Identify opportunities to streamline processes and enhance service qualityo Assist in the creation and updates of knowledge base articles, and standard operating procedures
Requirements
Requirements:
- Bachelor’s degree in information technology, Computer Science or 3+ years in an IT Service Desk support role
- 1-2 years as a supervisor/team lead supporting an IT Service Desk
- The following certifications are required:
- ITIL v4 Foundation certification
- Network +
- A+
- AZ900
- MS900
- AZ104 certification, preferred
- Advanced understanding of Microsoft, MAC and Android operating systems and MS Office Suite
- Advanced knowledge of computer hardware, peripherals, basic networking concepts and Microsoft Office applications
- Working experience with Office365, Google Apps, and Microsoft Outlook profile configuration
· Working Knowledge of Multi-Factor Authentication tools· Working Knowledge of Active Directory tools and processes· Knowledge of VPN and remote connection technologies· Familiarity with ITSM tools, ServiceNow preferred
- Basic understanding of domain-based networks, such as file and print shares mail and application servers.
- Basic knowledge of mobile devices and tablets and mobile device management
- Excellent attitude, phone etiquette, written and verbal communication, and people skills
- AA, BA/BS degree or equivalent experience preferred
- Enthusiasm for IT and technology. Self-motivated, with initiative and a ‘can do’ attitude. Ability to motivate and direct staff members and subordinates.
- Providing value to Coretek clients and ensuring best in class customer experience
· Ability to troubleshoot, analyze and resolve customer concerns
- Strong listening, verbal, written, and interpersonal communication skills
· A strong sense of urgency and the ability to multi-task effectively with attention to details· Demonstrated organizational, communication and time management skills with the ability to work independently· May require shift work, including nights, weekends and holidays
