Service Desk Team Lead Chicago
2 weeks ago
Founded more than 15 years ago and headquartered in Chicago, the DV Group of financial services firms has grown to more than 350 people operating throughout North America and in Europe. Since spinning out of a large brokerage firm in 2016, DV Trading has rapidly scaled as an independent proprietary trading firm utilizing its own capital, trading strategies, and risk management methodologies to provide liquidity to worldwide financial markets and hedging opportunities to commodity producers and users. Now, DV group affiliates include two broker dealers, a cryptocurrency market making firm, and a bourgeoning investment adviser.
Overview:
We are seeking a technical, hands-on Client Platforms Team Lead to lead and group our IT Service Desk program at DV. In this role, you will be responsible for overseeing the day-to-day operations of the service desk, managing a team of service desk analysts, and ensuring exceptional technical support for our organization's end-users. You will also be hands-on and act as a member of the Service Desk in order to keep your technical skills sharp and fully understand the needs of this support program. Your leadership, technical expertise, and commitment to delivering outstanding customer service will be essential to the success of our IT support operations.
Responsibilities:
Lead and mentor a team of Service Desk Analysts, providing guidance, support, and training to enhance their technical skills and customer service capabilities. Set performance objectives and conduct regular performance evaluations to ensure individual and team goals are met.
Acting as the first point of contact for IT, you will be the point person for all issues and requests from end-users via phone, tickets, email, Slack, or in-person. You will ensure that all requests are acknowledged, logged, prioritized, and properly routed in our ticketing system.
Oversee the service desk ticketing system, ensuring that all incidents and service requests are logged, categorized, prioritized, and resolved within agreed-upon service level agreements (SLAs). In addition, you will follow established procedures for incident management, ensuring timely and accurate resolution of technical problems while keeping the end-users informed of progress.
Monitor the service desk team's performance and the quality of service provided to end-users. Conduct regular audits of closed tickets to ensure accurate resolution, proper documentation, and customer satisfaction.
Continuously evaluate service desk processes and workflows, identifying areas for improvement and implementing best practices to optimize service delivery efficiency.
Foster a customer-centric culture within the service desk team. Ensure effective communication with end-users to provide updates on incidents, service requests, and upcoming changes or maintenance.
Facilitate training sessions and workshops for the service desk team to enhance their technical knowledge, troubleshooting skills, and customer service expertise.
Collaborate with relevant teams to manage IT assets, including inventory, tracking, and allocation of hardware and software licenses.
Generate regular reports on service desk performance, including ticket volumes, resolution times, customer satisfaction, and team productivity. Present these reports to management and suggest improvements based on data analysis.
Requirements:
Previous experience as a Service Desk Analyst or in a similar IT support role with demonstrated leadership capabilities.
Strong technical knowledge of IT systems, hardware, software, networking, and troubleshooting methodologies.
Excellent leadership and interpersonal skills, with the ability to motivate and inspire a team to achieve targets and provide exceptional customer service.
Proficient in using service desk ticketing systems and incident management procedures
Exceptional problem-solving and decision-making abilities, especially in high-pressure situations.
Outstanding communication skills, both verbal and written, to interact effectively with stakeholders at all levels.
Proven experience in driving process improvements and implementing best practices in IT service delivery.
DV is not accepting unsolicited
resumes
from search firms. Only search firms with valid, written agreements with DV should submit
resumes
in response to DV’s posted positions. All
resumes
submitted by search firms to DV via e-mail, the Internet, personal delivery, facsimile, or any other method without a valid written agreement shall be deemed the sole property of DV, and no fee will be paid in the event the candidate is hired by DV. DV is proud to be an equal opportunity employer and committed to creating an inclusive environment for all employees.
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