Service Desk Team Lead

Service Desk Team Lead
Full Job Description

We are growing fast and are looking to add a motivated person with exceptional leadership skills, strong communication abilities, and a desire to help others while making a real difference with clients’ needs. Our clients rely on us for their day-to-day technological needs along with strategic planning and management of their technology infrastructure. This role is perfect for someone with great attention to detail and a security-focused mindset who is ready to take on a supervisory role in IT and Managed Services.

The Service Desk Team Lead (SDTL) is a pivotal role providing supervisory oversight among a team of technical resources. The SDTL ensures that tickets are moving efficiently through our system, escalations are handled promptly, and any overflow is managed appropriately. Additionally, this role also provides overflow or flexible support to operations as required. This is a mid-level position that requires demonstrated technical and client-focused competency and leadership skills.

The Service Desk Team Lead maintains clear and detailed documentation and follows existing processes to provide the best service to our clients. This role serves as a vital service delivery link between our clients and support team and requires the ability to demonstrate an intense curiosity and investigative nature. The SDTL works closely with the Operations Manager to solve our clients' technology problems and enable small businesses to grow, thrive, and be secure in a complex cybersecurity landscape.

While previous experience is important, a passion for technology, a desire to deliver amazing customer service, and an internal drive for self-development are the real keys to success at Onsite Logic. Our goal is to hire and retain exceptional associates who share our focus on delivering tremendous client care consistently.

Essential Duties & Responsibilities

• Supervises and provides guidance to a team of technical resources.
• Ensuring team tasks are completed on time and deadlines met.
• Ensure tickets are moving efficiently through the system.
• Create and maintain a culture of ownership and accountability by demonstrating to the team how to own and manage technical issues.
• Handle support escalations and manage overflow effectively.
• Manage personnel including hiring, coaching, performance reviews, and terminating when appropriate.
• Conducts one on one meetings with team members to discuss current expectations and performance, and additionally, correct any poor performance.
• Advises and train clients on how to use information technology.
• Applies knowledge in ways that help to create, refine, and improve processes and procedures.
• Provide regular ticket reviews and reporting to the Operations Manager as required.
• Escalate minor and major moves, adds, or changes to the Professional Services and vCIO departments.
• Provide continuous feedback on recurring customer issues, customer dissatisfaction, process inefficiencies, and lack of documentation to the other delivery areas as required.
• Keep abreast of the development of relevant IT and cybersecurity systems, hardware, and software applications within the industry.
• Liaise with, manage, and advise customers, other consultants, and contractors, and attend meetings as required.
• Perform other appropriate duties and responsibilities as assigned by the Operations Manager.

Key Performance Indicators

• Maintaining 95% or higher CSAT
• Completion of team goals on time and under budget.
• Consistent positive performance measurement of role metrics for supervised staff.

Job Qualifications

• Proven leadership skills and experience managing a team.
• Knowledge of cybersecurity concepts and a willingness to continue security-focused learning.
• An understanding of client service concepts.
• A detail-oriented approach to working with the ability to identify process improvements.
• Personable & approachable with the ability to build strong working relationships internal and external to the organization.
• Support, develop, and mentor other employees.
• Organized and self-motivated with the ability to work in a fast-moving environment.
• Ability to multitask, prioritize effectively, and adapt to changes quickly.
• Typing skills to ensure quick and accurate entry of service request details.
• Willingness to take on new duties or roles as you demonstrate proficiency in the Service Desk Team Lead role.

Education & Experience

• Associate degree in information technology or related field or equivalent real-world experience required. (Required)
• Technical degree(s) and/or certification(s) recommended.
• IT Helpdesk experience within a Managed Services Provider: 3 years (Required)
• Customer service: 3 years (Required)
• Experience working in IT ticketing systems: 2 years (Required)
• Network , Security , or related certifications (Preferred)
• Familiarity with TruMethods framework a plus.

Salary : $49,000