Service Desk Team Lead

1 week ago

Chambersburg, United States Global Data Consultants Full time
Overview

GDC IT Solutions is currently seeing a Service Desk Team Lead. This position can be fully remote within the United States.

Position Overview:

As Lead Technical Service Desk Supervisor, you'll guide Level 1 and Level 2 agents to surpass customer expectations through coaching and training. Your role involves maintaining SLA standards by reviewing incidents and tickets, providing insightful reports, and collaborating with senior management on solutions. You'll also address high-priority issues, foster a culture of excellence, and efficiently manage service desk operations.

Responsibilities

  • Lead and mentor Level 1 and Level 2 technical service desk agents to ensure they consistently meet and surpass customer expectations.
  • Contribute to the ongoing training and growth of service desk personnel through both individualized coaching and group sessions. Offer hands-on support to agents in utilizing ticketing systems, documenting issues, resolving problems, and delivering exceptional customer service.
  • Regularly review and assess incidents, calls, and tickets to uphold Service Level Agreements (SLAs) standards. Conduct audits to ensure adherence and identify areas for improvement.
  • Generate comprehensive reports and conduct in-depth analysis of metrics to identify emerging trends and potential issues. Collaborate with senior management to recommend proactive solutions and mitigate risks.
  • Motivate and empower team members to uphold a culture of excellence, providing ongoing guidance and support.
  • Address and resolve or escalate high-priority issues promptly, maintaining open communication channels with stakeholders.
  • Conduct performance evaluations and implement improvement strategies for team members who may be underperforming, following established policies and procedures.
  • Prepare and deliver incident post-mortem reports, along with actionable recommendations for process enhancements.
  • Assume responsibility for overseeing service desk operations, including scheduling and monitoring staffing levels to ensure optimal support coverage.
Minimum Qualifications
  • Possess 3-5+ years of hands-on experience in IT Service Desk/Help Desk operations, with a minimum of 1+ year in a leadership or supervisory capacity.
  • Hold an Associate or Bachelor's Degree in Information Technology, Computer Science, or a related field, providing a solid academic foundation for the role.
  • Demonstrate advanced proficiency in utilizing IT Service Management (ITSM) platforms and ticketing systems such as ServiceNow, Remedy, among others.
  • Available to work 2nd shifts from Monday to Friday to provide support to the Service Desk Analyst team during after-hours and weekends, as needed.
  • Proven track record in effectively tracking and reporting on key performance indicators and call metrics, showcasing a commitment to continuous improvement.
  • Exhibit strong leadership qualities that foster a positive work environment, imbue employees' work with meaning, actively seek growth opportunities, and ultimately enhance employee engagement.
  • Prior experience in providing support to and effectively communicating with enterprise-level clients, demonstrating the ability to navigate complex organizational structures and meet client needs effectively.
What We Do:

Working for GDC means you will be at the forefront of the technological world. We are a full-service staffing and Information Technology service company striving to make a difference in our communities by finding, developing, and deploying solutions.

Why Work for GDC?
  • Cutting Edge Technology and Innovation
  • Career Growth Opportunities
  • Employee-Centric Environment
  • Comprehensive Benefits Package
  • Holiday and Vacation

Equal Opportunity Workplace:

GDC is an equal opportunity employer and welcomes applicants from all diverse backgrounds to apply. Our goal as an organization is to empower our teams to achieve their personal best and foster their professional growth regardless of race, ancestry, religion, sex, gender, national origin, sexual orientation, age, citizenship, marital status, physical ability or disability, or veteran status.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and complete the required employment eligibility verification forms upon hire.

Visit our Career Center for the latest employment opportunities.

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