IT Service Desk Team Lead

1 week ago


Hartford, Connecticut, United States Infinity Enterprises Full time

About the Role:

As the IT Service Desk Team Lead at Infinity Enterprises, you will play a crucial role in ensuring the smooth operation of our IT Service Desk. Your primary responsibility will be to oversee the team's performance, ensuring that our customers receive exceptional IT support.

Key Responsibilities:

  • Develop and implement effective resource planning strategies to ensure optimal service coverage.
  • Monitor and maintain high service quality standards, identifying areas for improvement and implementing corrective actions.
  • Collaborate with cross-functional teams to optimize our IT environment, ensuring seamless integration and efficient operations.
  • Coordinate and manage the resolution of complex IT issues, providing guidance and support to your team members as needed.
  • Provide strategic direction and guidance to your team, making informed decisions that align with the company's goals and objectives.
  • Develop and implement OKR-based strategies to drive professional and strategic growth within the team.
  • Support the professional and personal development of your team members, fostering a culture of growth and excellence.
  • Manage resources and capacity within your team, ensuring balanced and efficient operations.

Requirements:

  • Bachelor's degree in Computer Science, Business Informatics, or a related field.
  • Several years of experience in the IT Service Desk field, with a proven track record of success in team leadership and IT operations.
  • Strong understanding of IT service management principles and practices.
  • Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
  • Strategic thinking and problem-solving skills, with the ability to analyze complex issues and develop effective solutions.


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