IT Service Desk Team Lead

1 month ago

Newton, United States Bright Horizons Family Solutions Full time

The IT Service Desk Team Lead at Bright Horizons plays a critical role in providing advanced technical 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 maintains high levels of customer satisfaction.

What you will be doing:

  • Team Performance: Ensure calls are monitored and tickets are resolved or updated within SLAs
  • Advanced Troubleshooting: Investigate and resolve escalated technical issues related to hardware, software, network connectivity, and applications. Collaborate with other IT teams to find solutions promptly.
  • Incident Management: Handle complex incidents, service requests, and problems. Prioritize and manage multiple tasks effectively while adhering to service level agreements (SLAs).
  • Root Cause Analysis: Dig deep into recurring issues, identify underlying causes, and recommend preventive measures. Document findings and share knowledge with the team.
  • Technical Documentation: Create and maintain detailed documentation, including troubleshooting guides, FAQs, and knowledge base articles.
  • Collaboration: Work closely with Tier 1 and Tier 2 support teams to ensure seamless issue resolution. Provide guidance and mentorship to junior analysts.
  • Customer Service Excellence: Deliver exceptional customer service by actively listening to users, empathizing with their concerns, and ensuring timely follow-up.
  • Continuous Improvement: Propose process enhancements, automation, and efficiency improvements to enhance service delivery.
What we hope you will bring to this role:

Education:

Vocational or technical education in completion of an industry specific, post-secondary program with a focus on IT.

Bachelor's Degree in Computer Science, Information Technology, or related field preferred.

Experience:

Minimum of 3 years in a similar technical support role, with a focus on Tier 3 support or team supervision.

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: EEO – English and EEO – Spanish along with information on the Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA).

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.

  • Patient Services Team Lead

    1 day ago

    Newton, United States Massachusetts General Hospital(MGH) Full time

    Job SummaryThe Massachusetts General Hospital (MGH) is seeking a highly skilled and experienced Patient Services Team Lead to join our team. As a key member of our clinical operations team, you will be responsible for providing leadership and direction to a team of patient service coordinators, ensuring the delivery of exceptional patient care and...

  • Sales Team Lead

    6 days ago

    Newton, United States Janie and Jack LLC Full time

    About the Role:We are seeking a highly motivated and experienced Sales Team Lead to join our team at Janie and Jack LLC. As a Sales Team Lead, you will be responsible for leading our sales team to achieve exceptional results and providing individualized experiences for our customers.Key Responsibilities:Lead by example and demonstrate a result-driven...

  • Lead Concierge

    2 weeks ago

    Newton, United States Benchmark Senior Living Full time

    Adelaide of Newton Centre an all Memory Care Senior Living Community is searching for a Lead Concierge who will serve as the First Impression to our residents, visitors, families and prospective residents visiting our community. Exemplifies the Adelaide/Benchmark culture of Elevating Human Connections with every interaction.Supervises the Concierge Team and...

  • Lead Concierge

    2 months ago

    Newton, United States Benchmark Senior Living Full time

    Adelaide of Newton Centre an all Memory Care Senior Living Community is searching for a Lead Concierge who will serve as the First Impression to our residents, visitors, families and prospective residents visiting our community. Exemplifies the Adelaide/Benchmark culture of Elevating Human Connections with every interaction.Supervises the Concierge Team and...

  • Team Lead

    1 day ago

    Newton Falls, Ohio, United States McDonald's Full time

    Job Summary:As a Department Manager at McDonald's, you will be responsible for leading a department every week, ensuring customers receive a fast, accurate, and friendly experience every visit. You will delegate tasks to your team, follow up, and report results back to your team and other managers.Key Responsibilities:Lead a department every week, setting...

  • Front Desk Administrator

    3 weeks ago

    Newton, United States Benchmark Senior Living Full time

    Joining the Benchmark Senior Living team means putting your passion to work. Associates thrive in a supportive, diverse, and skilled team that is committed to caring and dedicated service. With specialized training and educational programs, we empower you to explore your interests and growth opportunities. We invite you to connect with your calling, find...

  • Front Desk Administrator

    2 weeks ago

    Newton, United States Benchmark Senior Living Full time

    Joining the Benchmark Senior Living team means putting your passion to work. Associates thrive in a supportive, diverse, and skilled team that is committed to caring and dedicated service. With specialized training and educational programs, we empower you to explore your interests and growth opportunities. We invite you to connect with your calling, find...

  • Front Desk Administrator

    1 month ago

    Newton, United States Benchmark Senior Living Full time

    Joining the Benchmark Senior Living team means putting your passion to work. Associates thrive in a supportive, diverse, and skilled team that is committed to caring and dedicated service. With specialized training and educational programs, we empower you to explore your interests and growth opportunities. We invite you to connect with your calling, find...

  • Front Desk Administrator

    1 month ago

    Newton, United States Benchmark Senior Living Full time

    Joining the Benchmark Senior Living team means putting your passion to work. Associates thrive in a supportive, diverse, and skilled team that is committed to caring and dedicated service. With specialized training and educational programs, we empower you to explore your interests and growth opportunities. We invite you to connect with your calling, find...

  • Front Desk Coordinator

    1 month ago

    Newton Grove, United States Sampson Regional Medical Center Full time

    Job DescriptionJob DescriptionSampson Regional Medical Center is hiring a full-time Front Desk Coordinator to join the Sampson Medical Group of Newton Grove team! Description:This is a full-time position, days and hours will vary according to the needs of the department. The Front Desk Coordinator will be responsible for all front desk functions as well as...

  • Part-time Front Desk Administrative Assistant

    2 weeks ago

    Newton, United States NESCA Part time $18 - $20

    Job DescriptionJob DescriptionJoin one of the most well respected and recognized evaluation and treatment practices for children, adolescents, and young adults in New England.The Front Desk Administrative Assistant is a truly valued member of our team as this person is often the first voice or face that a NESCA client connects with. We are looking for a true...

  • Part-time Front Desk Administrative Assistant

    2 weeks ago

    Newton, United States NESCA Part time $18 - $20

    Job DescriptionJob DescriptionJoin one of the most well respected and recognized evaluation and treatment practices for children, adolescents, and young adults in New England.The Front Desk Administrative Assistant is a truly valued member of our team as this person is often the first voice or face that a NESCA client connects with. We are looking for a true...

  • Lead Patient Services Coord.

    1 month ago

    Newton, United States tapwage Full time

    Description GENERAL SUMMARY / OVERVIEW STATEMENT: The position will report to the Clinical Operations Manager who has overall responsibility for managing all clinical support staff within the Department. Team Leads will provide leadership and direction in a team environment. Facilitates interactions amongst team members and works to maintain positive...

  • Lead Patient Services Coord.

    7 days ago

    Newton, United States Massachusetts General Hospital(MGH) Full time

    GENERAL SUMMARY / OVERVIEW STATEMENT: The position will report to the Clinical Operations Manager who has overall responsibility for managing all clinical support staff within the Department. Team Leads will provide leadership and direction in a team environment. Facilitates interactions amongst team members and works to maintain positive morale. ...

  • Lead Patient Services Coord.

    2 months ago

    Newton, United States Brigham and Women's Hospital Full time

    The position will report to the Clinical Operations Manager who has overall responsibility for managing all clinical support staff within the Department. Team Leads will provide leadership and direction in a team environment. Facilitates interactions amongst team members and works to maintain positive morale. Operations: Monitor all aspects of patient...

  • Lead Patient Services Coord

    1 month ago

    Newton, United States tapwage Full time

    GENERAL SUMMARY / OVERVIEW STATEMENT:The position will report to the Clinical Operations Manager who has overall responsibility for managing all clinical support staff within the Department. Team Leads will provide leadership and direction in a team environment. Facilitates interactions amongst team members and works to maintain positive morale.Operations:...

  • Full Time Call Center/Front Desk Associate

    1 month ago

    Newton, United States ImageCare Radiology Full time

    Job DescriptionJob DescriptionSalary: $18 Per HourImageCare is seeking a Full Time Call Center/Front Desk Associate for our Sussex sites.Schedule: 9:30am-6pm Monday-Friday with rotating Saturdays**Need to be available to cover PTO/vacation/calls outs for other shifts as well**The Call Center/Front Desk Associates will act as the representatives of ImageCare,...

  • Lead Patient Services Coord.

    7 days ago

    Newton, United States Massachusetts General Hospital Full time

    Description GENERAL SUMMARY / OVERVIEW STATEMENT: The position will report to the Clinical Operations Manager who has overall responsibility for managing all clinical support staff within the Department. Team Leads will provide leadership and direction in a team environment. Facilitates interactions amongst team members and works to maintain positive...

  • Customer Service Team Lead

    1 day ago

    Newton Center, Massachusetts, United States VPNE Parking Solutions Full time

    About VPNE Parking SolutionsVPNE Parking Solutions is a family-owned, rapidly growing company that provides parking and transportation services to prestigious healthcare institutions, commercial property owners, and financial institutions. We promote growth from within and instill our company's family values in an ever-expanding business.Job SummaryWe are...

  • Customer service associate

    2 days ago

    Newton, United States Wegmans Food Markets Full time

    Schedule: Part timeAvailability: Applying To This Requisition Allows You To Be Considered For Multiple Opportunities. Please Provide As Much Availability That Works With Your Schedule.Age Requirement: Must be 18 years or olderLocation: Chestnut Hill, MAAddress: 200 Boylston StreetPay: $18 / hourJob Posting: 09/01/2024Job Posting End: 10/01/2024Job ID:...