IT Service Desk Team Lead

4 weeks ago


Boston, Massachusetts, United States Bright Horizons Full time

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.


  • Help Desk Specialist

    4 weeks ago


    Boston, Massachusetts, United States NANA Regional Corp Full time

    Job SummaryWe are seeking a skilled Help Desk Operator to provide expert customer service and technical support to our customers. The ideal candidate will have excellent communication skills, strong analytical and problem-solving abilities, and the ability to analyze data to identify trends and issues.Responsibilities Provide expert customer service by...


  • Boston, Massachusetts, United States MASHPOINT LLC Full time

    Job Title: Front Desk CoordinatorJob Summary:We are seeking a highly organized and detail-oriented Front Desk Coordinator to join our team at MASHPOINT LLC. As a Front Desk Coordinator, you will be responsible for providing exceptional customer service, greeting customers, and routing calls to the appropriate departments.Key Responsibilities: Provide...


  • Boston, Massachusetts, United States Club Quarters Full time

    Job SummaryAs a Front Desk Agent at Club Quarters, you will be responsible for providing exceptional customer service to all guests while handling the front desk's responsibilities and other duties as requested by the Senior Guest Service Manager. This is a full-time position with flexible scheduling.Key Responsibilities Provide professional and efficient...


  • Boston, Massachusetts, United States Whole Foods Market Full time

    Customer Service Supervisor Role at Whole Foods MarketAs a Customer Service Supervisor at Whole Foods, you will be responsible for supervising and delegating tasks to Team Members. Your key objectives will include: Supervising and guiding Team Members to ensure high-quality service and efficient operations Assisting in the training of new Team Members to...

  • Front Desk Associate

    4 weeks ago


    Boston, Massachusetts, United States Compass Group USA Full time

    Job Summary:As a Front Desk Associate with Compass Group USA, you will be responsible for providing exceptional customer service to guests, ensuring a seamless and enjoyable experience throughout their stay. Your primary duties will include checking guests in and out, resolving any challenges they may encounter, and promoting hotel services and amenities to...

  • Meat Team Lead

    2 weeks ago


    Boston, Massachusetts, United States Whole Foods Market Full time

    About the PositionWe are seeking an experienced and skilled Meat Team Lead to join our team at Whole Foods Market. This is a key leadership role that requires a strong understanding of meat products, excellent communication skills, and the ability to motivate and lead a team to deliver exceptional customer service.Key ResponsibilitiesCustomer Service: Ensure...


  • Boston, Massachusetts, United States AirSculpt Full time

    Job SummaryWe are seeking a highly skilled and organized Front Desk Receptionist to join our team at AirSculpt. As a key member of our front office team, you will be responsible for providing exceptional customer service, managing patient appointments, and maintaining accurate medical records.Key ResponsibilitiesWelcome patients to the practice and ensure a...


  • Boston, Massachusetts, United States Nouria Full time

    Job SummaryWe are seeking a highly motivated and detail-oriented Food Service Team Member to join our team at Nouria Energy Corporation. As a Food Service Team Member, you will be responsible for ensuring the proper and efficient operation of the Food Service Station during your shift, within company policy. This includes contributing to the increased...

  • Marketing Team Lead

    4 weeks ago


    Boston, Massachusetts, United States Amped Up Enterprise Full time

    Amped Up Enterprise is seeking a highly skilled Marketing Team Lead to join our team. As a fast-growing marketing firm, our goal is to expand to new markets and provide the knowledge and expertise to expand our client's brand awareness and internal opportunities.Responsibilities:* Manage teams within the marketing firm* Delegate tasks and track sales goals*...

  • Orthopedic Team Lead

    4 weeks ago


    Boston, Massachusetts, United States Boston Medical Center Full time

    Job Title: Orthopedic Team LeadJob Summary:We are seeking a highly skilled and experienced Orthopedic Team Lead to join our team at Boston Medical Center. The successful candidate will be responsible for leading a team of Orthopedic Technicians and Medical Assistants, providing administrative and technical support to the Orthopedic clinic.Key...


  • Boston, Massachusetts, United States Whole Foods Market Full time

    Job DescriptionAt Whole Foods Market, we're looking for a highly skilled and motivated individual to fill the role of Prepared Foods Associate Team Leader. This is an exciting opportunity for someone who is passionate about delivering exceptional customer service and leading a team to achieve sales, purchasing, and labor targets.Key Responsibilities:Develop...


  • Boston, Massachusetts, United States Roxy's Grilled Cheese Full time

    About Roxy's Grilled CheeseWe're a dynamic food truck company based in Boston, known for our delicious grilled cheese sandwiches and exceptional customer service. With a strong presence in the city's food scene, we're always on the lookout for talented individuals to join our team.Job DescriptionWe're seeking a skilled Shift Leader to join our team at Roxy's...


  • Boston, Massachusetts, United States Acushnet Full time

    Job Title: Distribution Center Team LeadAs a key member of the Acushnet team, the Distribution Center Team Lead will provide leadership and direction to associates on assigned shifts. The ideal candidate will ensure associates are productively engaged in their assigned tasks and following approved procedures. This role involves monitoring associate...

  • Restaurant Team Lead

    4 weeks ago


    Boston, Massachusetts, United States IHOP Full time

    Job Summary:As a Crew Chief at IHOP, you will play a pivotal role in delivering exceptional guest experiences. You will lead by example, coordinating the efforts of our talented team members to provide top-notch service in a friendly and efficient manner.Key Responsibilities:Run shifts alongside or in the absence of our Assistant Manager and General...


  • Boston, Massachusetts, United States Beacon Hill Hotel Full time

    Job Title: Guest Service RepresentativeJob Summary:We are seeking a highly skilled Guest Service Representative to join our team at Beacon Hill Hotel. As a key member of our front desk team, you will be responsible for providing exceptional customer service to our guests, ensuring a smooth and enjoyable stay.Responsibilities:- Greet guests upon arrival and...


  • Boston, Massachusetts, United States SONIC Drive-In Full time

    Job OverviewSonic Drive-In is seeking a motivated and dedicated Restaurant Team Lead to join our team!


  • Boston, Massachusetts, United States RAFFLES Full time

    Job OverviewThe Front Desk Agent plays a pivotal role in delivering exceptional guest experiences at Raffles Boston. This position requires a high level of attention to detail, excellent communication skills, and the ability to multitask in a fast-paced environment.Key ResponsibilitiesWelcome and register guests, ensuring a seamless check-in process.Process...

  • Marketing Team Lead

    4 weeks ago


    Boston, Massachusetts, United States Amped-up Enterprise, Inc. Full time

    Marketing Communications ManagerWe are seeking a highly skilled Marketing Communications Manager to join our team at Amped-up Enterprise, Inc.The ideal candidate will have strong marketing and communication skills, with the ability to manage a team of marketing professionals and interns.Responsibilities:Manage the marketing and communications team, including...


  • Boston, Massachusetts, United States Ampcus Incorporated Full time

    Clinical Field Service Technician **Job Summary:** We are seeking a dedicated Field Technician with 4 to 7 years of experience to support our team's technical needs. The ideal candidate will have a strong background in Service Desk, Field Services, and Desktop Support - Remote. This role involves analyzing geospatial data to support various projects and...


  • Boston, Massachusetts, United States Care Team Solutions Full time

    Job Title: CT Technologist Travel JobJob Description:Care Team Solutions is seeking a skilled CT Technologist to join our team for a travel job in Boston, Massachusetts. As a CT Technologist, you will be responsible for operating computed tomography equipment to produce high-quality images for diagnostic purposes.Key Responsibilities:Operate computed...