IT Service Desk Lead

3 days ago


Newton, United States firstPRO, Inc Full time

The IT Service Desk Team Lead plays a critical role in providing advanced technical support to our internal users through direct engagement on tickets, service level monitoring and team mentorship. They are a part of a dynamic team that ensures smooth operations, resolves complex issues, and maintains high levels of customer satisfaction.

What you will be doing:

  • 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.

What we hope you will bring to this role:

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.

Additional Job Requirements

Technical Skills

  • Proficiency in Windows and macOS environments
  • ??Knowledge of Active Directory, Exchange, and Office 365.
  • ??Familiarity with remote desktop tools and ticketing systems.
  • Understanding of networking concepts (TCP/P, DNS, DHCP). ?

Soft Skills

  • Ability to coach, mentor individuals and teams to continually raise performance and achieve excellent customer service.
  • Excellent communication skills (both written and verbal).
  • Strong problem-solving abilities.
  • Ability to work independently and collaboratively.
  • Customer-centric mindset.
  • Detail-oriented and organized.


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