IT Service Desk Team Lead Specialist

3 days ago


Newton, Massachusetts, United States Bright Horizons Full time

Job Title: IT Service Desk Team Lead Specialist

Company Overview: Bright Horizons is a leading provider of high-quality childcare and early education services. Our team is passionate about making a difference in the lives of children and families.

About the Role: We are seeking an experienced IT Service Desk Team Lead Specialist to join our dynamic team. As a key member of our technical support team, you will be responsible for providing advanced technical support to our internal users through direct engagement on tickets, service level monitoring, and team mentorship.

Key Responsibilities:

  • Team Performance: Ensure calls are monitored and tickets are resolved or updated within SLAs
  • Advanced Troubleshooting: Investigate and resolve escalated technical issues related to hardware, software, network connectivity, and applications
  • Incident Management: Handle complex incidents, service requests, and problems

Requirements:

  • Education: Vocational or technical education in completion of an industry-specific, post-secondary program with a focus on IT
  • Experience: Minimum of 3 years in a similar technical support role, with a focus on Tier 3 support or team supervision
  • Technical Skills: Proficiency in Windows and macOS environments, knowledge of Active Directory, Exchange, and Office 365, familiarity with remote desktop tools and ticketing systems
  • Soft Skills: Excellent communication skills (both written and verbal), strong problem-solving abilities, ability to work independently and collaboratively

Estimated Salary: $80,000 - $110,000 per year, depending on experience and qualifications



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