Service Desk Team Lead
1 week ago
Key Responsibilities
As a Service Desk Team Lead, you will be responsible for managing a team of technical support specialists, ensuring the highest level of service delivery to our clients. Your key responsibilities will include:
- Managing team performance and output, including monitoring and improving processes and procedures.
- Managing escalated technical issues, including day-to-day services and projects.
- Providing coaching and training to team members to ensure they have the skills and knowledge needed to succeed.
- Monitoring ConnectWise for urgent and high-profile client tickets.
- Leading daily huddles with your team to review schedules and discuss ongoing projects.
- Assisting new technicians to become part of your team and adopt the Executech Way.
- Other duties as assigned.
As a Team Lead, you will be expected to demonstrate strong leadership skills, including:
- One-On-Ones with team members to discuss performance, goals, and development opportunities.
- Team Management Meetings to review team performance and discuss ongoing projects.
- Recognizing and rewarding team members for their contributions and achievements.
We are looking for a highly skilled and experienced Team Lead who possesses:
- Strong management and leadership skills, with prior management experience desired.
- Excellent communication and interpersonal skills, both written and verbal.
- IT experience, at least at a Tier 2 level.
- A wide technical aptitude and skill set.
- The ability to manage time and prioritize tasks effectively.
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