What are the responsibilities and job description for the Service Desk Team Lead position at Executech?
Executech: We are nerds. We are professionals. We are a group of fun-loving, joy-riding, tech-jiving, scruffy-looking, snack-eating, computer-lovers and we’re looking for one more to join us. We are a full-service IT consulting firm. We’ve been around for nearly 20 years and we’re the largest, most trusted IT provider in the west.
Come work for the most award-winning IT company in Arizona. Don’t work here because you need a job, work here because you want THIS job, because Executech can become your true career.
We’re not looking for the “average” IT person. We need a cut above. At Executech you’ll work in a variety of industries with dozens of different technologies. You will learn more here in a year than you could in 5 years somewhere else.
Top skills needed
Team Leads will be directly responsible for managing team members including, but not limited to:
Manage overall team performance and output.
Manage escalated technical issues, including day-to-day services and projects.
Be willing to get your hands dirty and work in the trenches as part of working with the team through the ticket queue.
Set up and handle tech introductions for clients assigned to team members.
Monitor ConnectWise to ensure assigned hours are being met, entries are clear and properly detailed.
Coordinate with HR and Technical Director to manage and approve employee time off.
Coordinate with Technical Director to manage team scheduling.
Provide coaching sessions for team members as needed, both for corrective actions and for positive feedback.
Monitor and correct problems with under/over hours at clients assigned to you and your team.
Perform daily huddles with your team
Assist new technicians to become part of your team and adopt the Executech Way.
Coordinate and perform monthly team activities.
Participate as needed in client QA meetings and client reviews.
Check in with clients for feedback and use that information to make any needed corrections.
Provide weekly reports to Phoenix Leadership team.
Leadership Expectations
1:1’s
TLs should have official and in-person (Teams) 1:1s with all your team members.
Team Activities
Team activities should be held monthly either a breakfast, lunch or once a quarter an actual activity - ax throwing, go carts, escape rooms etc...
Team Management Meetings.
Team leads are expected to Lead team calls in the morning to review team member calendar items for the day. Also review a SMAC topic (personal examples are the best).
Managing team
All TLs are expected to set expectations with all team members on the Executech way and billing efficiencies. (This needs to be more spirit of the law and less letter of the law.) If situations have treated a tech on your team unfairly, what creative resolution might be found by looking at the tools available to each TL or escalate to the director as needed.
If a TL can’t make the meetings above, they need to communicate with management and review anything that will need to be covered in the meeting.
Team members and management meetings should take priority over current clients for TL’s (unless there is an emergency). Schedules should be adjusted accordingly to accommodate those needs.
TL’s should always answer their phone if a team member calls. If time isn’t available let the tech know and call them back or have them try the other party. Techs should always be able to get a hold of you in an emergency, for all hours of the day.
Recognize your team as often as possible. If it’s been over 3 months since a tech has been recognized find out why and what can be done to recognize them.
Role requirements and preferences:
Possess and have demonstrated strong management/leadership skills. Prior management experience desired.
Excellent communication skills both written and verbal.
Sales aptitude to grow the business in your assigned area.
Possess a wide technical aptitude and skill set.
Be a self-starter that can manage time without oversight.
Perks
Besides growing to be a true tech Rockstar and fulfilling the job of your dreams we offer some amazing perks like:
Company-issued phone
Company-issued computer
Competitive health insurance including dental and vision
401k with company match
Competitive PTO plan (after you get your feet wet)
Plus, you’ll get to experience our award-winning culture. We have an amazing team that will become your second family. We have regular company-wide parties, team activities and much more!
So, what are you waiting for? Apply soon, positions fill up fast!
Salary : $51,300 - $65,000
