IT Service Desk Lead

1 month ago

Houston, United States 48forty Solutions and Relogistics Services Full time
Job DescriptionJob Description

48forty Solutions is the largest pallet management services company in North America. We provide end-to-end pallet solutions, from supply to retrieval, on-site services, reverse logistics, and packaging materials. 48forty Solutions is truly Pallet Management Made Simple. Our workforce is the heart and soul of our business.

Summary

The Service Desk Team Lead is focused on the team's performance, areas of continuous improvement, and the effective delivery of services and support to end-users.

Essential Duties and Responsibilities

  • Responsible for the team's development and training to ensure that all team members possess the skills and knowledge to provide exceptional service and support to end-users.
  • Ensure that all Service Desk tickets, and work tasks are handled efficiently and effectively.
  • Partner with and collaborate with the Service Delivery Manager.
  • Manage workflows, project tasks, and escalations.
  • Delegate to the team project tasks, service requests, and open tickets.
  • Provide guidance and support to team members ensuring they adhere to established processes and procedures.
  • Track the team's performance metrics to ensure monthly ticket closure goals are met.
  • Manage work distribution and queue management, ensuring that incidents are resolved within the set target.
  • Act as the escalation point for desktop support issues, resolving complex issues and addressing challenges.
  • Develop and maintain knowledge management articles and documentation to ensure that the team has access to up-to-date and relevant information.

Experience and Qualifications

  • Degree in Computer Science, Computer Engineering, or related field; experience will be considered in lieu of a degree.
  • 5+ years' experience in working within a technical support role, including proven and demonstrable PC (desktop, laptop, mobile devices), printer, monitor, phone, and other IT hardware troubleshooting skills.
  • 2+ years' experience with Microsoft technologies, including Windows 10 Operating Systems, Microsoft Office/Office365, Active Directory, Intune, and Exchange Management Console.
  • 2+ years of experience in a leadership role, developing and mentoring team members and assisting in the overall growth of the team.
  • Must have excellent customer service skills including being proactive, friendly, and approachable while maintaining composure in tense, high-pressure situations.
  • Experience with Active Directory (creating user accounts, distribution lists, performing password resets and account unlock).
  • Excellent organizational and problem-solving skills
  • Ability to work in a fast-paced environment, work independently or as part of a team and manage time effectively.
  • Ability to prioritize workload and multitask.
  • Strong oral and written communication skills and knowledge of reporting methodologies.
  • Excellent technical knowledge of workstation and desktop hardware and software

Benefits

  • Competitive Pay
  • Holiday Pay
  • Referral Bonuses
  • Long-Term Career Advancement
  • Great Team Environment
  • Paid Time Off
  • Full-time employees eligible for Medical, Dental, Vision, Basic Life, AD&D and Short-Term & Long-Term Disability insurance on the 1st of the month following 60 days of employment
  • 401(k) Retirement Plan after 90 days.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

  • The employee will be working at the corporate office and will be required to sit for long periods of time at a desk working on a laptop.
  • The noise level in the work environment is usually moderate.
  • This is a Hybrid role - 3 days at least are required to work in our Corporate office.

48forty Solutions is an equal opportunity employer.

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