What are the responsibilities and job description for the Service Desk Shift Lead position at GLOTECH, Inc.?
Overview
GLOTECH, Inc., founded in 1995, is a privately and minority-owned company serving military, federal and commercial clients. We are a successful Information Technology firm with a large staff currently providing superior information technology and advanced engineering services around the world. Our success is built on attracting and retaining quality staff through a highly competitive benefits package with a special focus on continuing career development and corporate financial support. We also maintain a collegial working environment and offer our staff opportunities to improve and enhance their skills.
GLOTECH is committed to a comprehensive employee benefits program that helps our employees stay healthy, feel secure and maintain a work/life balance. We provide medical dental and vision care, disability insurance (short and long term), Life & AD&D Insurance, Flexible Spending Accounts (Healthcare, Dependent Care and Commuter Transportation and Parking Reimbursement), and Employee Assistance Programs. Additionally, we provide Annual Leave, Sick Leave, Holiday Pay, Educational Assistance, Certification /Training Reimbursement, and a 401(k)-retirement savings contribution plan (with employer match).
Responsibilities
The Shift Lead for Service Desk is responsible for ensuring all calls are handled in a timely manner, tracking of all open tickets while guiding Tier 1, Tier 2 Analysts, and Desktop Support Specialist to resolution, making change recommendation to process and policy to improve performance while monitoring KPI’s and SLA’s. Additionally, help analyze data for trends and help identify solutions to resolve large trends. The Shift Lead will also be responsible for coaching and mentoring analysts to improve performance and drive efficiency.
Provide project support, configuration management, and application monitoring support as required. Participate in problem management operations. Some weekend and after-hours support are to be expected.
- Provide exceptional and professional customer service to our internal customers
- Ensure all contacts are logged - calls, emails, web forms, chat sessions, or voicemails - into the appropriate ticketing tool
- Show strong initiative, attention to detail and ability to interpret and resolve problems
- Research and develop resolutions for problems that are presented, and when necessary, escalate to the appropriate escalation partners or internal management or subject matter experts
- Develop strong relationships with client and escalation groups to ensure forwarded requests are completed in timely and efficient manner.
- Provide an escalation path for Level 1 analysts and provide coaching and mentoring on issues that do not need to be escalated
- Primary contributor and reviewer of knowledge base
- Participates in the development and maintenance of service desk procedures and documentation
- Participate in ongoing training for service desk operations
- Lead and deliver on small or medium projects that may be assigned
- Able to work varying shifts in support of a 24x7 operation
Qualifications
- One-year experience in a service desk lead/supervisor position
- Minimum of 3 years’ service desk experience is preferred
- Microsoft certifications preferred
- Positive Customer service oriented in potentially high stress scenarios.
- Knowledge of IT Systems (Active Directory, Windows OS, Server OS, etc.)
- Must be available to cover on-call rotation one or two weeks a month
- Must be available to work onsite in Orlando, FL as needed
GLOTECH, Inc. is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.
