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Service Desk Team Lead

2 months ago

Pittsburgh, Pennsylvania, United States Allegheny County Department of Human Services Full time
Job Summary

We are seeking a highly skilled and experienced Service Desk Team Lead to join our team at the Allegheny County Department of Human Services. As a key member of our Technology Support Services team, you will be responsible for leading and overseeing the successful operation of our customer support call center.

Key Responsibilities
  • Provide leadership and guidance to the Service Desk team, ensuring high-quality customer service and timely resolution of issues.
  • Coordinate daily staff activities, including scheduling and reporting concerns to the Service Desk Manager.
  • Ensure that end-users receive friendly, knowledgeable, and timely first-level support.
  • Monitor the CRM solution and provide supportive assistance to the team in diagnosing issues.
  • Communicate with and request status updates from personnel assigned to incidents or requests.
  • Provide accurate informational updates to the Service Desk team regarding DHS Applications and projects, IT initiatives, incidents, and service requests.
  • Coordinate training requirements for the Service Desk team members with the Service Desk Manager.
  • Identify and recommend CRM workflow, process, or procedure changes to the Service Desk Manager.
  • Develop a positive experience for staff by consultation and collaboration with the Service Desk Manager on performance evaluations, promotions, hiring, and disciplinary responsibilities.
  • Provide information and reporting on Service Desk metrics, KPIs, statistics, status reports, and graphical representation of the data.
  • Collaborate and communicate with the infrastructure team to ensure the Service Desk adheres to and maintains working knowledge of the network, cybersecurity, and current threats.
  • Assist in developing and implementing quality improvement programs, including key performance metrics such as first-call resolution.
Requirements
  • Associate Degree in Information Technology or equivalent combination of education or training and experience.
  • Act 33 and 34 clearances.
About DHS

We strive to be the kind of place where a diverse mix of talented people want to come to grow and do their best work. We stand out as one of the best human services organizations in the country, and we need problem-solvers, innovators, and terrific leaders to make sure we are smart in how we use our funding so that we reach the people who most need our help to make lives better.