IT Service Desk Team Lead
4 weeks ago
The IT Service Desk Team Lead at Bright Horizons plays a pivotal role in delivering exceptional technical support to internal users through direct engagement on tickets, service level monitoring, and team mentorship.
As a key member of a dynamic team, they ensure smooth operations, resolve complex issues, and maintain high levels of customer satisfaction.
Key Responsibilities:
Team Performance:
• Ensure calls are monitored and tickets are resolved or updated within SLAs
Advanced Troubleshooting:
• Investigate and resolve escalated technical issues related to hardware, software, network connectivity, and applications. Collaborate with other IT teams to find solutions promptly.
Incident Management:
• Handle complex incidents, service requests, and problems. Prioritize and manage multiple tasks effectively while adhering to service level agreements (SLAs).
Root Cause Analysis:
• Dig deep into recurring issues, identify underlying causes, and recommend preventive measures. Document findings and share knowledge with the team.
Technical Documentation:
• Create and maintain detailed documentation, including troubleshooting guides, FAQs, and knowledge base articles.
Collaboration:
• Work closely with Tier 1 and Tier 2 support teams to ensure seamless issue resolution. Provide guidance and mentorship to junior analysts.
Customer Service Excellence:
• Deliver exceptional customer service by actively listening to users, empathizing with their concerns, and ensuring timely follow-up.
Continuous Improvement:
• Propose process enhancements, automation, and efficiency improvements to enhance service delivery.
Requirements:
Education:
• Vocational or technical education in completion of an industry-specific, post-secondary program with a focus on IT.
• Bachelor's Degree in Computer Science, Information Technology, or related field preferred.
Experience:
Minimum of 3 years in a similar technical support role, with a focus on Tier 3 support or team supervision.
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