BPO - Lead Service Desk Engineer (Hybrid Setup)

What you’ll do:

• Serve as an escalation point for the team for technical issues, questions about processes, and to strategize the best approach to customer issues

• Act as a role model to the team by providing mentoring and guidance to new hires on the team

• Assist the Technical Engineering Center management team with mentoring, communicating, developing, and training new team members

• Perform spot checks of the ticket queue to ensure that tickets are assigned and addressed as quickly as possible

• Create a motivating environment so the team is as focused and productive as possible throughout the day

• Be a change agent on the team by checking in with the team and continually seeking out ways to improve the employee experience and optimize efficiencies

• Ensure that team members are completing their administrative tasks such as follow-up’s and overhead submissions in a timely manner

• Assist with evolving, fine-tuning, and implementing new processes to ensure the team is operating at maximum efficiency levels and manage various initiatives to help the department improve

• Serve as a back-up to the department head when unavailable or out of office

• Provide telephone, remote, email support and troubleshooting to customers involving the following technologies: advanced Firewalls, advanced Windows server, advanced Exchange server, SSL Certificates, VMWare, Citrix, VoIP, Microsoft Office Applications, Office 365

• Other duties as assigned

What Skills & Experience You’ll Need:

• Several years of prior experience in a service desk/call center environment

• Strong hands-on/practical experience with the following technologies: Windows Server, Exchange Server, Small Business Server, Active Directory, Citrix, Firewalls (e.g., SonicWall, Watchguard), DNS, DHCP, VMware preferred

• Vast knowledge of processes, procedures, products, and services

• Previous experience in a leadership role and/or a desire to pursue a leadership path

• Experience working as a member of the TEC for at least 6 months

• Attention to detail and a keen sense of ownership

• Exceptional organization skills and oral/written communications skills

• The ability to work in a fast-paced environment

• Strong verbal and written communication skills

• A willingness to respond to occasional communication from staff after-hours and on weekends

  • Strong problem-solving skills and the ability to mitigate conflict and address challenging situations

  • Leadership skills to allow mentoring of junior team members

• A Bachelor's degree in a related field preferred

• Industry certifications such as MCSE, ITIL, CompTIA A+, CompTIA Network+, MTA - Technology Associate, MCSA Office 365, MCSA Windows Server 2016

Team Lead Success Factors

• Team Leads will be measured on several key performance indicators assessed during quarterly performance reviews, including but not limited to: 

  • Meet or exceed workgroup and PODs performance metrics monthly

  • Tickets closure rate

  • Voice MTTE

  • Electronic MTTE

  • MToT

  • CSAT

• Team Leads will be expected to grow his/her technical skillset through regular continuing education and certifications and technical training