Service Desk Team Lead

4 days ago

Reston, Virginia, United States Addison Group Full time

Job Summary

The Service Desk Lead will oversee the IT Support team, ensuring it delivers exceptional customer service and timely technical support for moderately complex end-user computer and software issues, thereby ensuring end-user productivity. This position is responsible for supporting the installation, configuration, and ongoing functionality of desktop computers, peripheral equipment, and software within established standards and guidelines.

Key Responsibilities:

  • Resolve escalated customer issues or collaborate with external teams to do so.
  • Work closely with the IT organization to develop best practices and processes.
  • Maintain high employee morale within the team.
  • Address customer feedback issues with the utmost care.
  • Intake project requests for helpdesk and customize support.
  • Analyze issues impacting the team and overall business objectives.
  • Develop and demonstrate an understanding of customer and business needs.
  • Maintain the department budget.
  • Assist in the professional and technical development of IT Support Coordinators & Team Supervisor.
  • Participate in driving the knowledge management process.
  • Ensure department policy adherence.
  • Ensure the helpdesk has adequate resources to be successful.
  • Other tasks as assigned.

Requirements:

  • Strong customer service orientation.
  • Possess a positive and proactive attitude towards customer support and a desire to help people.
  • Working knowledge of MS Office 365, Windows, Android, and iOS.
  • Thorough understanding of helpdesk operations, IT best practices, industry trends, and customer service.
  • Good team leadership experience, including training staff and leading by example.
  • Ability to communicate effectively at all levels of the organization over the telephone and face-to-face.
  • Working knowledge of MAC, PC, Office 365, Exchange, Active Directory, and cloud technology.
  • Excellent written and verbal communication skills (English).
  • Ability to work under pressure to meet targets and deadlines.
  • Excellent time management and organizational skills, with the ability to react to changes requiring re-prioritization of workload.
  • Experience in working within a distributed matrix organization of a global enterprise.
  • Sharp mind-set and capability for analysis and judgment.
  • Interest in technology, computers, and mobile devices.
  • Prior experience with hardware/software installation & configuration is preferred.

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