Service Desk Team Lead

Employment: Freelance
Company Base: US
Shift:
Regular Hours: 8 AM EST - 5 PM EST or 9 AM - 6 PM
Location: PH - Permanent WFH
Workstation: Equipment Provided

Benefits:

• 13th Month Pay
• Competitive Salary (USD Based)
• Permanent WFH
• Professional Growth and Training
• Supportive Work Environment

GENERAL DESCRIPTION:

We are seeking a dedicated and results-oriented Service Desk Team Lead to oversee our service desk operations, manage a team of support professionals, and ensure the delivery of exceptional technical support services to our clients. The ideal candidate will possess strong leadership skills, a solid technical background, and a passion for enhancing team performance and client satisfaction.

RESPONSIBILITIES AND DUTIES:

• Lead and manage a dedicated service desk team, providing guidance and support to ensure effective resolution of technical issues.
• Develop and implement comprehensive training programs to cultivate team skills and enhance service delivery.
• Foster and manage client relationships, ensuring clear communication, effective negotiation, and adherence to service-level agreements.
• Track performance metrics and develop reporting systems to present team achievements and areas for improvement to stakeholders.
• Motivate and inspire the service desk team, promoting a positive work environment that encourages professional growth and high performance.
• Establish and monitor general metrics for measuring team member performance, including ticket resolution time, customer satisfaction scores, and other relevant KPIs.
• Continuously assess and improve service desk processes, ensuring alignment with industry best practices and company objectives.
• Collaborate with IT management to ensure the service desk is equipped with the necessary tools and resources to meet operational demands.

SPECIFIC SKILLS:

• Proven experience leading and overseeing a dedicated service desk or support team.
• Practical experience in developing training programs for team development and performance improvement. 
• Solid experience in managing client relationships, with strong communication, negotiation, multitasking, and prioritization skills.
• Proficiency in tracking statistics, developing reports, and presenting findings to stakeholders. 

SOFT SKILLS:

• Strong sociability skills to build relationships with team members and clients alike.
• Exemplary leadership qualities with a focus on motivating teams and driving results.
• A dependable individual who takes ownership of their responsibilities and strives for excellence.
• A results-oriented mindset, with the ability to analyze metrics and guide the team towards achieving performance goals.
• Demonstrated ability to create a motivating work environment that fosters teamwork and accountability.

Certifications:

• Bachelor's degree or Associates degree in Information Technology, Computer Science, Network Administration or related business field.
• Certifications such as ITIL, CompTIA Network+, or Security+ are highly valued.

Good to have: Experience with the US IT industry or US client support