The Service Desk Team Lead is responsible to guide the IT Service Desk organization by developing and refining processes, documention, and mentoring staff. This includes managing all existing procedures related to the identification, prioritization, and resolution of all end-user incidents. In addition, this individual is responsible for problem resolution by giving in-person, hands-on support to end users at the desktop level.
You will be a self-motivated and detail-oriented individual who will be tasked with high visibility across the company and have the opportunity to make an immediate impact within the IT department.
Work with leadership on Strategy & Planning
Work closely with end-users to establish Help Desk service level agreements and
establish problem resolution expectations and timeframes
Analyze performance of Help Desk activities and documented resolutions, identify problem areas,
and devise and deliver solutions to enhance quality of service
Coach and mentor members of help desk staff
Recommend training and skills development
Knowledge & Experience
Strong skills in the management of Office 365 in a virtual environment
Experience in educating/developing Help Desk Technicians in troubleshooting and customer relationships
Working knowledge of Microsoft Active Directory and User security
Experience supporting Virtual Desktop environments, traditional workstations and laptops
Able to perform at a high level under pressure
Proven track record of developing and adhering to Service Level Agreements and Help Desk
Solid relationship and performance management skills
Ability to motivate and guide staff members
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on listening and troubleshooting skills
Strong documentation skills
Ability to conduct research into a wide range of computing issues as required
Ability to present ideas in user-friendly language to non-technical end users
Keen attention to detail
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment
Minimum of 5 years of service desk experience (required)
2 or more years of service desk team lead experience (preferred)
Working conditions and/or physical requirements:
Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
Selman & Company is proud to be an Equal Opportunity Employer. Applicants are selected without regard to race, ethnicity, creed, color, religion, sex, age, national origin or ancestry, disability, genetic information, veteran/military status, sexual orientation, gender identity, or other protected characteristic under federal, state or local law.
This job summary is intended to be brief and does not list all the duties for this position. Nothing in this job description should be construed as an express or implied contract of employment. Selman & Company is an at-will employer, which means that either party is free to terminate the employment relationship at any time, without any advanced notice, for any reason or no reason.
Selman & Company LLC