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We do too.
Service Desk Team Leader
If you like finding and implementing innovative solutions, you'll fit in perfectly at CSC. The world's leading provider of business, legal, tax, and digital brand services, we use technology to make businesses run smoother and smarter. And as a Service Desk Team Leader, that's what you'll be doing, too.
The CSC Global Service Desk provides first and some second level technical support to over 2600 employees globally. We are a geographically diverse team with the Wilmington-based team providing coverage Monday to Friday 7:00am to 7:00pm with rotational off-hour support, and integrated into a "follow the sun" support model. CSC's desktop computing environment includes Microsoft Operating Systems, thin clients, Lenovo and HP hardware and a wide variety of business applications.
Our team is looking for a Service Desk Team Leader who will partner with the Global Service Desk Manager to make the Global Service Desk an even more effective and efficient team through process improvements, reporting, metrics, and communication.
The ideal candidate is someone who has lead a technical First level Support Help Desk, is experienced with ITSM and has strong technical skills. Bringing more than just technical skills, the preferred candidate will be a positive role model to other members of the team, setting an example and directing day-to-day workloads.
The Team Lead will also represent the Global Service Desk to the larger organization by working with other support teams, ticket escalation, application on-boarding, and training.
What you'll do for us
Manage day-to-day functions on the Global Service Desk
Manage the team work schedule to ensure coverage and maintain the on-call rotation schedule.
Coach team members on processes and help resolve internal issues collaboratively
Support and enhance key ITIL processes, particularly Incident Management and Problem Management
Run reports and consolidate data into Metrics and Key Performance Indicators
Monitor day to day ticket activity and proactively identify & resolve problem areas
Point of contact for ticket escalation and prioritization
Monitor day to day call activity and volume
Provide Documentation and implement internal/self-auditing of documentation and processes
Assist other technical teams as they operationalize new applications/tools to ensure the Global Service Desk is adequately prepared to support them.
Appropriately escalate issues to leadership and other teams
Create and conduct training sessions when needed for a variety of audiences.
Service Desk Technical Support
When needed, provide end-user support by participating in the Service Desk call queue. This may occur when call volumes are particularly high or staff coverage is needed (lunch, meetings, PTO, etc).
Provide assistance to team members if they are unfamiliar with a process or technical problem
What we'll do for you
Empower you to find your own innovative solutions to challenges face by some of the world's leading companies
Give you the freedom to explore, experiment, and implement out-of-the-box ideas
Provide excellent benefits for you and your family, including 401(k) with employer match, medical insurance, paid time off, tuition reimbursement, and more
Technical skills, experience and qualifications that will make you successful in this role
1-2 years experience leading a First Level Help Desk or technical operations team
A minimum of 3-5 years experience providing customer service and end-user phone support.
Extraordinary customer service and strong collaboration skills
Experience with ITIL processes; Service Desk, Incident, Problem and Service Request Management in a global company
Excellent communication skills; Understanding how to phrase messages to match the audience
Service Center Mindset maintain customer service focus while juggling multiple tasks and priorities.
Ability to adapt and work with people from multiple sites and countries.
Outstanding follow-through and problem solving skills; Tenacious and willing to take ownership of problems.
Experience working with Service Management tools such as Cherwell, Servicenow or Remedy.
Knowledge of Microsoft Windows, Office, Outlook, and other common business applications.
Experience with Lenovo Laptops, HP Desktops, Citrix, Thin clients, VPN and other enterprise tools.
Four year College degree in a technical field or equivalent experience
Project management skills a plus
Technical Skills a plus: Windows 10, MacBook, Office 2016, Office 365, SharePoint
Mobile device support
Why join us?
At CSC, we're always looking ahead, finding ways to improve and anticipate the future needs of our customers. Curiosity fuels our innovation and productivity drives our results. This proactive mindset has helped us adapt and create solutions that have enabled businesses to run smoother and smarter for more than 115 years.
CSC is committed to attracting, developing, and retaining talented people whose personal values align with ours. We empower our employees to bring the right solutions to market to meet customer demand. That is why we are the premier provider of global solutions for more than 180,000 businesses.
CSC is a great place to work with smart and dedicated people. We have been voted a Top Workplace for 12 consecutive years.
We offer challenging work and career opportunities. Most positions are filled with internal moves and employee referrals.
Employees are eligible for an annual success sharing bonus recognizing individual performance and a profit sharing bonus based on company performance.
CSC offers excellent benefits for you and your family, including 401(k) with employer match, medical/dental/life insurance, spouse and dependent life insurance, paid time off, tuition reimbursement, and more.
We recently completed building a new headquarters that supports current and future technology initiatives through open design, sit/stand workstations, digital interface points that enhance teamwork and collaboration, and alternative work environments with wireless access throughout the campus, including at our outside work areas. It's an exciting time for us in terms of growth and expansion.
CSC understands the importance of work life balance and our work schedule has built in flexibility to accommodate the demands of everyday life. For example, working some portion of the week from home is common within our Infrastructure Services team.
CSC is the world's leading provider of business, legal, tax, and digital brand services to companies around the globe. From keeping your business in compliance and streamlining operations, to protecting and promoting your brand online, we use our expertise and personal approach to help your business run smoother. We are the business behind business. We are the trusted partner for 90% of the Fortune 500, more than half of the Best Global Brands (Interbrand), nearly 10,000 law firms, and more than 3,000 financial organizations. Headquartered in Wilmington, Delaware, USA since 1899, we have offices throughout the United States, Canada, Europe, and the Asia-Pacific region. We are a global company capable of doing business wherever our clients areand we accomplish that by employing experts in every business we serve. CSC is an equal opportunity employer.
Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to be a description of all duties, responsibilities, and qualifications.
Corporation Service Co