Service Desk Team Lead
Service Desk Team Lead
Posted on :
04-01-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
04-01-2025
Job Description
This is a remote position.
SUMMARY
We are seeking a highly skilled and dedicated Service Desk Team Lead After Hours to join our team. Reporting to the Director of Operations you will play a crucial role in mentoring the AfterHours Team ensuring the efficient and optimized delivery of firstlevel response to incidents and requests. As Service Desk Team Lead After Hours you will work closely with the Director of Operations to manage technicians implement training programs monitor service level objectives (SLOs) handle escalations and drive process improvements to provide a predictable IT experience.
JOB RESPONSIBILITIES
1. Mentoring and Training:
- Mentor and guide After Hours technicians providing handson training and support to enhance their technical skills and customer service capabilities.
- Ensure technicians are equipped with the necessary knowledge and resources to deliver efficient and effective responses to incidents and requests.
- Foster a culture of continuous learning and professional development within the team.
2. Technician Management:
- Assist the Director of Operations in managing the technicians performance and overall work quality.
- Collaborate with the Director of Operations in conducting Annual Support Reviews and developing Career Development Programs for technicians.
- Provide feedback support and guidance to technicians to optimize their performance and professional growth.
3. Adherence to SLOs:
- Ensure technicians adhere to service level objectives (SLOs) and meet the defined response and resolution targets.
- Monitor technician performance and implement corrective actions as necessary to maintain highquality service delivery.
- Handle escalations from technicians ensuring timely and efficient resolution.
4. Metric Meetings and Trend Analysis:
- Conduct regular Checkin Meetings with technicians to review performance metrics identify trends and address areas of improvement.
- Analyze metrics data to identify opportunities for process enhancements training needs and overall service desk improvements.
- Collaborate with the Director of Operations to implement new processes and training initiatives based on datadriven insights.
5. Process Improvements:
- Collaborate with the Director of Operations to identify and implement process improvements that enhance service desk efficiency effectiveness and customer satisfaction.
- Proactively identify trends and recurring issues suggesting solutions and implementing preventive measures to minimize incidents and improve response times.
6. Ensuring a Predictable IT Experience:
- Assist the team in providing a predictable IT experience for clients by maintaining consistent service levels adhering to best practices and continuously improving service delivery processes.
- Foster strong communication and collaboration with other teams and departments to ensure seamless service coordination.
QUALIFICATIONS
- PostSecondary Education including a bachelor s degree in a relevant field; additional technical certifications or advanced degrees are a plus.
- Proven experience (3 years) in a leadership role within a service desk environment or Managed IT Services.
- Strong technical knowledge and understanding of service desk operations incident management and customer service principles.
- Excellent mentoring and coaching skills with the ability to inspire and develop a highperforming team.
- Proficient in analyzing performance metrics and implementing process improvements based on datadriven insights.
- Strong communication and interpersonal skills with the ability to effectively collaborate with crossfunctional teams and stakeholders.
- Detailoriented with strong organizational and time management skills.
- Familiarity with service desk ticketing systems and ITIL processes is a plus.
- Certifications such as Microsoft MCP/MCSA/MCSE CompTIA Network CCNA or equivalent is advantageous.
- ITIL certification is desirable.
JOB REQUIREMENTS
- Should be willing to accept a longterm workfromhome arrangement.
- Should be amenable to a permanent night shift schedule.
QUALIFICATIONS At least 1-2 years of experience in telemarketing, sales, or customer service, preferably within the IT or technology sector. A proven track record of meeting or exceeding performance targets and lead conversion goals is desired. Proficiency in using computer systems and software, including Microsoft Office Suite, ConnectWise, and telephone systems, to efficiently manage tasks, record information, and communicate with potential partners. Familiarity with IT services and solutions is a plus. Possess strong verbal communication and active listening abilities, enabling you to effectively convey information about the company's IT services and solutions while understanding potential partners' needs and concerns. Demonstrate the ability to handle rejection and maintain a positive attitude, staying motivated and persistent in your efforts to engage with potential partners and achieve desired results. Excel in managing your time efficiently, prioritizing tasks, and organizing your daily workload to ensure you meet established call volume, lead conversion, and appointment-setting targets. Be able to quickly adapt to new situations, learn about the company's evolving IT services and solutions, and stay up-to-date with industry trends and best practices in telemarketing. Exhibit a strong sense of teamwork and collaboration, working closely with other team members to share insights, support each other's growth, and contribute to the overall success of the Business Development team. JOB REQUIREMENTS Should be willing to accept a long-term work-from-home arrangement. Should be amenable to a permanent night shift schedule.
Employment Type
Full Time
Key Skills
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