Service Desk Technical Team Lead

3 hours ago

Annapolis, Maryland, United States International Computer Sciences Inc Full time
Job Title: Service Desk Technical Team Lead

We are seeking a highly motivated and experienced Service Desk Technical Team Lead to join our team at International Computer Sciences Inc.

Job Summary

The Service Desk Technical Team Lead will be responsible for ensuring ownership of client technical issues and ensuring they are seen through to completion. This role requires exceptional and first-class remote, on-site, and telephone-based technical IT support at all times, building a rapport with existing and potential clients and ensuring this is reflected among the support team.

Key Responsibilities
  • Ensure the team is operating effectively and efficiently to deliver against KPIs, SLAs, and customer satisfaction targets.
  • Provide exceptional and first-class remote, on-site, and telephone-based technical IT support at all times, building a rapport with existing and potential clients and ensuring this is reflected among the support team.
  • Manage technical queries from clients and ensure all such queries are handled in line with the Service Level Agreements, progressing customer tickets, and providing a point for escalation.
  • Manage the performance of technical engineers.
  • Call quality and ticket closure checks to ensure company standards are being met and to ensure tickets are set correctly for billable/non-billable works.
  • Maintain relationships with clients to ensure effective two-way communication.
  • Manage escalations within the team, from engineers or customers, through to resolution.
  • Conduct regular service quality checks ensuring the team and individual engineers achieve service and process standards.
  • Review and approve engineer timesheets.
Requirements
  • Excellent verbal, written, and interpersonal communication skills.
  • Hands-on experience with Router, Switches, Servers, and Desktops configuration and deployment.
  • Windows Server (2012, 2016, 2019, 2022) / Active Directory.
  • Windows Client (7 through 11).
  • Client / Server Networking.
  • Office 365 / Google Workspace.
  • ConnectWise Automate / PSA.
  • Datto, Veeam Backup, Intronis, Synology NAS equipment or similar.
  • SonicWall, Cisco Meraki, Fortinet.
  • Ubiquiti, Cisco Meraki.
  • Sentinel One, Avanan, Blumira.
  • Experience using ITGlue or similar documentation platform.
Qualifications
  • 5-7 years of IT experience.
  • Microsoft Certifications (preferred).
  • Highly self-motivated individual.
  • Ability to work independently and in a team environment.
  • Ability to handle multiple tasks while prioritizing and delivering results on time.
  • Excellent verbal and written communication skills.
  • Ability to think strategically with technical vision.
  • Attention to detail along with a commitment to quality and confidentiality.
  • Exceptional customer service skills, and a positive "can-do" attitude.
  • Must be accessible by phone or email outside normal business hours during on-call rotation.
  • A sense of urgency and a commitment to timely completion of tasks and projects.

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