IT Service Desk Team Lead

The DDS mission is to empower our clients through exceptional service. The vision is to be the technology partner that everyone wants to work with, and our values speak volumes: integrity, accountability, teamwork, innovation, and empathy.

Our Service Desk Team Lead position is a terrific opportunity for a talented and knowledgeable professional looking to take on the challenge of continuously improving our people and processes. The position will work out of our Belcamp, MD office and reports to our Director of Operations.

Job Responsibilities:

· Lead the day-to-day operations of the DDS Service Desk.

· Act as a technical escalation point for the Service Desk.

· Ensure established SLOs and KPIs are met across the remote support channel.

· Train, coach, and mentor service desk staff to improve their technical knowledge and customer service skills.

· Assign incoming tickets to the appropriate resources based on skillset, availability, and workload.

· Collaborate with team members to ensure high-priority tickets are resolved efficiently and accurately.

· Establish best practices through the remote support channel.

· Perform ticket deep dives for quality assurance and to ensure established procedures are being followed.

· Other duties as assigned.

Job Requirements:

· 5 years minimum professional experience working for an IT consulting firm.

· Solid technical background with excellent customer service skills as well as time management acumen.

· Possess the ability to market our services as well as support our client technically.

· Energetic and enthusiastic personality that works well individually and in a team environment.

· Ability to lift, carry, and move all components of PC’s, Servers, network equipment, etc.

· Clear driving record.

· U.S. Citizen

Technical

· Microsoft Windows Server

· Microsoft Exchange Server

· Experience with Hyper-V and VMware environments

· Microsoft Office 365 and Azure

· Active Directory, DNS, DHCP, VPN, LAN, WAN, VLAN

· Firewalls and VPN’s

· Veeam Backup & Replication experience

· Servers and Network Equipment

· Up to date knowledge and understanding of trends and emerging technologies.

Preferred Certifications

MCSA, MCSE, Firewall Vendor Certifications, Server , Network , VCP, HDI, ITIL

Job Type: Full-time

Pay: $75,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call
• Overtime

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Belcamp, MD 21017: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Required)

Experience:

• Help desk: 3 years (Preferred)
• Microsoft Windows Server: 3 years (Preferred)
• Active Directory: 3 years (Preferred)
• Leadership: 1 year (Preferred)

Work Location: One location