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IT Support Team Leader

2 months ago

Boston, Massachusetts, United States Bright Horizons Full time

The IT Service Desk Team Lead at Bright Horizons is essential in delivering superior technical assistance to our internal clients through direct interaction on service requests, monitoring service levels, and guiding team members. This role is part of a vibrant team dedicated to ensuring operational efficiency, resolving intricate challenges, and upholding high standards of user satisfaction.

Key Responsibilities:

  • Team Oversight: Ensure that all calls are monitored and that service requests are addressed or updated within established service level agreements (SLAs).
  • Advanced Issue Resolution: Analyze and resolve escalated technical problems related to hardware, software, network connectivity, and applications. Collaborate with other IT departments to expedite solutions.
  • Incident Management: Manage complex incidents, service requests, and issues. Effectively prioritize and handle multiple tasks while complying with SLAs.
  • Root Cause Analysis: Investigate recurring problems, identify root causes, and suggest preventive strategies. Document insights and share knowledge with the team.
  • Technical Documentation: Develop and maintain comprehensive documentation, including troubleshooting manuals, FAQs, and knowledge base entries.
  • Collaboration: Work closely with Tier 1 and Tier 2 support teams to ensure seamless resolution of issues. Provide mentorship and guidance to junior analysts.
  • Customer Service Excellence: Provide outstanding customer service by actively listening to users, empathizing with their concerns, and ensuring timely follow-up.
  • Continuous Improvement: Recommend process enhancements, automation, and efficiency improvements to optimize service delivery.

Qualifications:

Education:

Completion of a vocational or technical program focused on IT is required. A Bachelor's Degree in Computer Science, Information Technology, or a related field is preferred.

Experience:

A minimum of 3 years in a comparable technical support position, with an emphasis on Tier 3 support or team leadership.

Technical Skills:

  • Proficiency in both Windows and macOS environments.
  • Familiarity with Active Directory, Exchange, and Office 365.
  • Experience with remote desktop tools and ticketing systems.
  • Understanding of networking principles (TCP/IP, DNS, DHCP).

Soft Skills:

  • Capability to coach and mentor individuals and teams to enhance performance and achieve excellent customer service.
  • Strong communication skills, both written and verbal.
  • Excellent problem-solving skills.
  • Ability to work independently as well as collaboratively.
  • Customer-focused mindset.
  • Detail-oriented and organized.