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IT Support Team Lead
2 months ago
Five Rivers IT, a prominent provider of IT Managed Services, is seeking an IT Support Team Lead to oversee and guide our Service Desk personnel. This role is ideal for a proactive individual with a solid history of enhancing service delivery management initiatives. The selected candidate will focus on the ongoing enhancement of daily Service Desk operations, ensuring exceptional service delivery across the organization.
Key Responsibilities:
- Lead the Service Desk team, fostering an environment of service excellence and prioritizing customer satisfaction.
- Establish, monitor, and report on key performance indicators (KPIs) in alignment with defined service level agreements (SLAs), driving continuous improvement in collaboration with cross-functional IT teams.
- Implement and advocate for ITIL best practices within the organization.
- Develop and review training materials for the IT Service Desk, ensuring all team members receive comprehensive training.
- Generate monthly productivity reports for the Service Desk team.
- Mentor and coach team members to enhance the quality of support provided.
- Identify and refine processes to improve efficiency and reduce costs.
- Set clear goals and expectations for daily tasks and projects.
- Possess extensive knowledge of Active Directory, DNS, VSphere, M365 Administration, general networking principles, and customer service skills.
- Document system changes through change management protocols, team processes, and system diagrams.
- Exhibit strong attention to detail, alongside excellent organizational and time management abilities.
Qualifications:
- Preferred technical certifications (e.g., ITIL v4).
- 7+ years of relevant experience, particularly in a large Managed Service Provider (MSP) Service Desk setting.
- Proven experience in leading an IT Support team or function.
- Experience in ITIL-oriented process design for IT Service Management.
- Ability to thrive in a fast-paced, high-visibility environment.
- Experience in managing service desk performance metrics and service level standards.
- Familiarity with service desk technology solutions for both IT and non-IT users.
Additional Information:
- This is a full-time position with comprehensive benefits, including medical, dental, and vision insurance, as well as vacation time.
- Professional certifications are encouraged and rewarded.
- Compensation will be commensurate with experience, and a discretionary performance-based bonus may be awarded.
- Local candidates or those willing to relocate are encouraged to consider this opportunity.
