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:
- Supervise, coach, and mentor the Service Desk Analysts
- Act as the primary escalation point for complex or unresolved technical issues
- Schedule and manage team shift to ensure 24/7/365 coverage
- Conduct regular 1:1s and team meetings as needed
- Initiate verbal and written warnings as needed
- Participate in performance review and goal setting process
- Delivery
- Monitor daily operations and apply proactive ticket queue management to ensure all tickets are responded to within SLA guidelines
- Ensure ticket quality and consistency of support through periodic ticket reviews
- Review metrics to assess team performance
- 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
- Collaboration
- Act as a liaison with other IT teams to resolve complex issues
- Oversee the development, implementation, and administration of help desk staff training procedures and policies
- Continuous Improvement
- Identify opportunities to streamline processes and enhance service quality
- 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
