IT Support Team Leader

2 weeks ago


Boston, Massachusetts, United States Bright Horizons Full time

The IT Service Desk Team Lead at Bright Horizons is essential in delivering high-level technical assistance to our internal stakeholders through direct interaction on support tickets, monitoring service levels, and guiding team members. This role is part of a vibrant team dedicated to ensuring efficient operations, resolving intricate challenges, and upholding exceptional customer satisfaction.

Key Responsibilities:

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

Qualifications:

Education:

Completion of a vocational or technical program with a focus 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, particularly in Tier 3 support or team leadership.

Technical Proficiencies:

  • Expertise in 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:

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


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