Service Desk and Help Desk Team Lead

4 weeks ago


Minneapolis, Minnesota, United States United IT Solutions Full time
Job Summary:

As a Service Desk and Help Desk Team Lead at United IT Solutions, you will be responsible for overseeing the daily operations of our service desk team. Your primary goal will be to ensure that internal and external service level agreements are met with clients, and you will be responsible for assigning and escalating tickets as appropriate to the help desk and engineering team.

Key Responsibilities:

Review the status of open tickets daily to ensure that service level agreements are met
Provide weekly reporting to management on client ticket status
Identify trends in customer requests and bring them to the attention of the team and customers
Review and perform audits on agent calls
Work with Project Managers to ensure the team is performing as expected in alignment with project goals and statements of work
Ensure the team is trained for new or changing work coming into the Service Desk
Manage work activity and tasks associated with specific assigned projects
Implement monthly assessments and quarterly reviews to assess team member performance
Direct department activities, projects, and improvement activities to fulfill department and organizational goals
Set objectives for department quality and productivity measures and train subordinate staff to comply with departmental policies and procedures
Establish and maintain an environment that leads to opportunities for team and individual growth, accomplishment, and reward

Requirements:

This role requires a strong understanding of service desk operations and a proven track record of leading high-performing teams. You should be able to communicate effectively with both technical and non-technical stakeholders and have a strong analytical mindset. If you are a motivated and results-driven leader who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.

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