Managed Services - Team Lead, Service Desk
Job Posting for Managed Services - Team Lead, Service Desk at Converge Technology Solutions
Position Title: Team Lead, Service Desk
Position Location: On-Site in Houston, TX
Job Summary:
Manage a team of service desk consultants to ensure optimal and exceptional delivery and control with the objective of achieving or exceeding customer service level agreements (SLA’s) in the most cost-effective manner.
Essential Functions:
Position Location: On-Site in Houston, TX
Job Summary:
Manage a team of service desk consultants to ensure optimal and exceptional delivery and control with the objective of achieving or exceeding customer service level agreements (SLA’s) in the most cost-effective manner.
Essential Functions:
- Manages customer satisfaction and retention of clients by improving customer service of team.
- Manages the team’s achievement of customer SLA’s.
- Provides customers with expert advice/input.
- Communicates operational issues and relevant business information to team.
- Participates in interviews and makes appointment recommendations and facilitates vesting of new employees.
- Performance management – contracts performance expectations with team members and conducts regular performance review discussions.
- Facilitates personal development of team members: Determines baseline performance and identify development gaps; coaches’ technical skills of subordinates; facilitates development and implementation of Development Packs; Identifies teams’ development priorities / training needs & solutions.
- Motivation. Ensure staff well-being; facilitates effective teamwork and conflict handling.
- Facilitates implementation of change through support and implementation of change initiatives.
- Capacity management: Day-to-day service desk people capacity planning, scheduling, coordinating of activities & resourcing (incl. leave planning and training of the appropriate skills to enable delivery).
- Objective setting for team: Facilitates clear understanding of individual responsibilities; assigns work to individuals and sets priorities (day to day); sets deadlines and standards for performance.
- Operational performance monitoring: monitors team’s productivity and operational performance and takes rectifying action if required (focus on analyze trends and issues and developing solutions).
- Process improvement: Improves the efficiency of processes and procedures within the framework of the generic process.
- Compliance management: Implements and executes the governance framework; ensures effective use of integrated corporate tools; and manages compliance to processes, procedures, and standards.
- Team risk management: Identifies challenges and risks (people and business).
- Liaise with stakeholders outside the team to ensure alignment and to address and improve escalated operational issues.
- External: Liaises with customers to address operational issues.
- Internal: Ensures service line engagement and integration.
- Implements a governance framework internally and externally.
- Acts as a project resource for changes in the services supported.
- In the absence of SD Operations Manager takes over all duties as required.
- Other duties as assigned.
- Excellent verbal and written communication skills.
- Ethical and Critical Thinking.
- Excellent interpersonal and customer service skills.
- Excellent sales and customer service skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Strong supervisory and leadership skills.
- Ability to prioritize tasks and to delegate them when appropriate.
- Ability to function well in a high-paced and at times stressful environment.
- Proficient with Microsoft Office Suite or related software.
- 1.5 years’ experience in a Service Desk environment.
- Experience as a Backup Team Leader is an advantage.
- Desktop support environment Proven track record, knowledge, and experience of a service desk/desktop environment.
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
Salary.com Estimation for Managed Services - Team Lead, Service Desk in Houston, TX
$91,728 to $116,392
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Job openings at Converge Technology Solutions
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