About The Opportunity
Got a taste for something new?
Here at Grubhub we've been dedicated to giving diners the most convenient way to order food from their favorite restaurants (whether that's a late night Chalupa from Taco Bell or a salad for lunch from a local restaurant the day after they enjoyed said late night Chalupa).
While we are food-obsessed, we are also customer-obsessed. We look to constantly innovate our technology so our diners' food experience is memorable, restaurant owners get more business and individuals across the country looking for part-time work can deliver the food from the restaurant to the diner flawlessly. We take great pride in knowing that we are a part of 17+ million diners food ordering experience and we are partnered with 105,000 restaurants in 2,000 US cities across our suite of apps (Grubhub, LevelUp, Seamless, Tapingo, Eat24).
Want to be a part of the biggest movement in the US that is moving eating forward? If so, we want to talk to you - and hear what's your favorite restaurant for food delivery!
The Team Lead is the key position that helps keep the Service Desk team running, as well as tackling technical problems and driving resolutions.
This role will need to be able to communicate with all position levels across the organization. The Service Desk Team Lead will report to the Manager of the Service Desk in the Grubhub headquarters in Chicago.
Some Challenges You'll Tackle
Directly manage Service Desk Associates - direct the team's work and hold accountable for tasks
Monitor team metrics and address any bottlenecks/issues with ticket resolution
Focus on Service Level Agreements and ensuring the team is meeting commitments
Assist with mentoring and coaching for the team - build skills and train team members
Act as an escalation point and expert for the team
Manage team on-call schedule, staffing hours in the Boston office and triage rotation
Work with the business to identify gaps or problems with existing processes
Manage Audio/Video events and conference room equipment for your office -- as well as any offices you support
Act as quality control for the team -- addressing team ticket quality, responsiveness, thoroughness, ticket hygiene, etc
Able to perform all the hands-on tasks that we ask of the Service Desk technicians
Be flexible. We're growing and we need to continue to change to help the company grow
Diagnose and fix employee related problems related to hardware or software or systems access
Maintain inventory levels of equipment and proactively manage software licenses
Assist the team as a whole in improving processes and documenting policies
You Should Have
Bachelor's degree a plus
Experience mentoring and coaching technicians
Knowledge of Windows 10 and MacOS and mobile devices
Current working knowledge of Active Directory in a multi-domain a plus
Experience working both independently or as part of a large project team
Strong organizational and analytical skills; oral and written communication skills
Ability to learn and pick up concepts quickly
Ability to take initiative and lead projects
Ability to accomplish tasks without supervision
Must possess a positive and professional attitude
Experience working with virtual/remote staff members
Knows how to use Mac's so well that you could probably work at the Apple Store
Doesn't shy away from talking to humans face to face. Yes. Humans.
Can manage and stay within a budget
Has experience working with Okta, Jamf, JIRA and Unifi/EdgeMax Networking gear
And Of Course, Perks!
Flexible PTO. It's true, no strings attached and all the time you need to recharge.
PTO. It's true, we provide you a generous amount of time to recharge.
Better Benefits. Get quality insurance, flex-spending accounts, retirement options, and commuter perks.
Free Food. Kitchens are stocked and free Grubhub each week.
Stock Up. All of our employees are owners, in fact, they're granted Restricted Stock Units, which means we're all in it to win it.
Casual Culture. Catch rays on the rooftop or get comfy on a couch and get to know your coworkers because work, should be a place you want to be.
Grubhub is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster is available here: DOL Poster. If you are applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an e-mail to email@example.com and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.