Service Desk Team Lead

Selman & Company LLC Cleveland , OH 44114

Posted 3 weeks ago

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

  • deliverables

  • 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.

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Service Desk Team Lead

Selman & Company LLC