Service Desk Team Lead

2 months ago

Norwood, United States Encore Technologies Full time

Position Summary

The Workspace – Service Desk Team Lead will act as a bridge between a group of third shift employees and their supervisor. This individual will help mentor, train, manage workflows, and queues, and distribute tasks to the team. The Team lead will assist employees with complex issues and ticket escalations. This individual must be task oriented and have a focus on supporting and guiding team members.


  • Shift: 2am - 11am after training period
  • Pay Rate: $22 - $26 / hr
  • Candidates must be comfortable working onsite, and have reliable transportation

Responsibilities

1. Oversee and guide Service Desk Analysts team members, providing mentorship, performance feedback, and coaching.

2. Act as the first point of escalation for complex or unresolved issues, ensuring timely and effective resolution.

3. Monitor incoming service desk tickets, prioritize tasks, and allocate tickets to team members as needed.

4. Maintain high standards of incident, problem, and request management, ensure issues are resolved according to priority and SLA guidelines.

5. Identify opportunities for Service improvements.

6. Foster a culture of exceptional customer service, ensuring that all end-users are treated professionally and courteously.

7. Communicate updates and status to users regarding incidents, service requests, and problem resolutions.

8. Develop and deliver training sessions for new team members, ensuring consistency in support and quality processes.

9. Identify team members’ skill gaps and arrange necessary training to enhance technical and customer service skills.

10. Keep team informed on new systems, tools, and IT policies.

Qualifications

· Bachelor’s degree in information technology, business, or a related field.

· 3 - 5 years of experience in IT service management or service desk operations.

· Strong leadership and team management skills, with the ability to motivate and develop staff.

· Excellent interpersonal and communication skills to interact with end-users, stakeholders, and team members effectively.

· Familiarity with service desk software and IT service management tools.

· Analytical and problem-solving abilities to assess and address complex issues.

· Customer service orientation and a commitment to delivering exceptional support.

· ITIL certification or other relevant certifications may be beneficial.

Physical Requirements:

· Prolonged periods sitting at a desk and working on the computer.

· Occasional walking between facilities.

· Occasional lifting, pushing, pulling up to 15 lbs.


Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

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