Team Lead - Service Desk

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 Analysts

o   Act as the primary escalation point for complex or unresolved technical issues

o   Schedule and manage team shift to ensure 24/7/365 coverage

o   Conduct regular 1:1s and team meetings as needed

o   Initiate verbal and written warnings as needed

o   Participate in performance review and goal setting process

·       Delivery

o   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 reviews

o   Review metrics to assess team performance

o   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

o   Act as a liaison with other IT teams to resolve complex issues

o   Oversee the development, implementation, and administration of help desk staff training procedures and policies.

·       Continuous Improvement

o   Identify opportunities to streamline processes and enhance service quality

o   Assist in the creation and updates of knowledge base articles, and standard operating procedures

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