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IT Service Desk Team Lead

2 months ago

Newton, United States Bright Horizons Full time

What you will be doing:

TheITServiceDeskTeamLeadatBrightHorizonsplaysacriticalroleinprovidingadvancedtechnical support to our internal users through direct engagement on tickets, service level monitoring and team mentorship. They are a part of a dynamic team that ensures smooth operations, resolves complex issues, and maintainshigh levels of customer satisfaction.

What we hope you will bring to this role:

TeamPerformance: EnsurecallsaremonitoredandticketsareresolvedorupdatedwithinSLAs Advanced Troubleshooting: Investigate and resolve escalated technical issues related to hardware,software,networkconnectivity,andapplications.CollaboratewithotherITteamstofind solutions promptly. IncidentManagement: Handlecomplexincidents,servicerequests,andproblems.Prioritizeandmanagemultipletaskseffectivelywhileadheringtoservicelevelagreements(SLAs). Root Cause Analysis: Dig deep into recurring issues, identify underlying causes, and recommendpreventivemeasures.Documentfindingsandshareknowledgewiththeteam. TechnicalDocumentation: Createandmaintaindetaileddocumentation,including troubleshooting guides, FAQs, and knowledge base articles. Collaboration: WorkcloselywithTier1andTier2supportteamstoensureseamlessissue resolution. Provide guidance and mentorship to junior analysts. CustomerServiceExcellence: Deliverexceptionalcustomerservicebyactivelylisteningto users, empathizing with their concerns, and ensuring timely follow-up. ContinuousImprovement: Proposeprocessenhancements,automation,andefficiency improvements to enhance service delivery.

Job Requirements – Education/Experience

Education:

Vocationalortechnical education in completionofanindustryspecific,post-secondary program with a focus on IT.

Bachelor'sDegree in Computer Science, InformationTechnology,orrelatedfieldpreferred.

Experience: Minimumof 3yearsinasimilartechnicalsupportrole,withafocuson Tier3supportor teamsupervision.

Additional Job Requirements

Technical Skills

Proficiency in Windows and macOS environments Knowledge of Active Directory, Exchange, and Office 365. Familiarity with remote desktop tools and ticketing systems. Understanding of networking concepts (TCP/P, DNS, DHCP). ​

Soft Skills

Ability to coach, mentor individuals and teams to continually raise performance and achieve excellent customer service. Excellent communication skills (both written and verbal). Strong problem-solving abilities. Ability to work independently and collaboratively. Customer-centric mindset. Detail-oriented and organized

The range of compensation listed here or that may be discussed in the interview process is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors.

Life at Bright Horizons:

Our home office employees support all facets of our business — and no matter which department you join, you'll be part of a passionate team doing work that makes a difference in the lives of children and families.

Our people are the heart of our company. Because we're as committed to our own employees as we are to the clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Here, you'll find traditional perks (health insurance, 401(k), PTO, and flex spending) plus childcare discounts, education assistance, and so much more. Join us to experience how we support our people to realize their passion, possibilities, and purpose both at work and at home. All in a workplace where you can be you. Come build a brighter future with us.

HAVING TECHNICAL ISSUES WITH YOUR APPLICATION?

Contact us at or

Bright Horizons is dedicated to creating a workforce that promotes and supports diversity and inclusion. We provide equal employment opportunities to all individuals without discrimination. Bright Horizons complies with the laws and regulations set forth in the following EEO is the Law Poster: and along with information on the and .

Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the recruitment helpdesk at or . Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

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