The Team Lead (Remote) will oversee the Service Desk function in a working capacity. Key accountabilities will be ensuring incidents and requests are logged, tracked, resolved, and measured against Service Desk SLAs. Provide guidance and request/ incident resolution delivering an Industry-leading customer experience.
Responsibilities
Leads Service Desk coverage and adjusts schedules to shift hours, staffing, etc.
Trouble-shoot, resolve and escalate customer issues for which Service Desk Technicians are unable to resolve
Provide feedback and updates to customers (and other appropriate Teammates) through to the resolution of requests and incidents
Tracks customer or other Service Desk operational issues and follows up as needed
Tracks and maintains aging open incidents for the Service Desk
Identifies resources in the Service Desk area to participate in cross-training
Assists with onboarding of new teammates
Reviews performance results for the Service Desk, identify opportunities for improvement, and makes/implements improvement suggestions
Provides coaching, mentoring, and training to the Service Desk team
Performs dispatching/ triaging of customer requests and incidents to the Service Desk and other Technical Operations teams
Review and provide scoping of non-standard requests acting as the liaison to the Relationship Management team
SLA monitoring and management of customer requests and incidents
Requirements
2+ years in a technical team lead role
3+ years of recent computer, server, and network troubleshooting experience.
Customer-oriented, cool-tempered, highly organized, and a self-starter
Certifications: ITIL, MCP, MCSA, CCNA, or similar
Must be resourceful and able to take initiative in a dynamic environment
Ability to troubleshoot technical problems effectively and efficiently
Working knowledge of current Microsoft desktop and server operating systems
Advanced knowledge of computer and server hardware
Professional customer service skills
Strong written and oral communication skills
Identify trends within the Service Desk to drive automation and efficiency
Ability and willingness to work in an environment providing 24x7x365 support
Ability and willingness to participate in a standard on-call rotation for after-hours support
Uphold company core values and standards with all customers
