ONLINE APPLICATIONS will be prioritized.

https://forms.gle/hpiwZ3tzQ4udJr8F6

Job Summary

A Service Desk Team Lead is a leadership role responsible for a team of Service Desk Analysts. Daily responsibilities include monitoring all contact volume in the form of Service Requests (tickets), and ensuring that the appropriate escalations are made the first time per process set by both TEKsystems as well as the customer. In addition to the monitoring of service requests, they also are the single point of contact for team members with real-time support needs. Some of these issues may be a lack of knowledge, and others may be end-user escalations. They are expected to lead, coach, and develop their team members to maximize their potential and drive results. The Team Lead is responsible for setting clear expectations and goals for the team. The Team Lead will stay current with specialization and technology trends and ensure their teams do the same through ongoing, purposeful learning venues.

Responsibilities and Duties

A Service Desk Team Lead is expected to:

Oversee and guide a team of service desk analysts, ensuring they perform at their best and deliver exceptional support to end-users.
Set clear performance expectations, conduct regular one-on-one meetings, and provide constructive feedback to facilitate individual growth and professional development.
Foster a collaborative and positive team culture that encourages knowledge sharing, team cohesion, and mutual support.
Manage the day-to-day operations of the service desk, including ticket queue management, ensuring timely resolution of issues, and adherence to service level agreements (SLAs).
Monitor service desk performance metrics, identify trends, and implement continuous improvement initiatives to enhance service quality and efficiency.
Real-time monitoring of staffing which includes: Attendance Shrinkage, Shift Adherence, and Queue Shortages.
Teaming with Managers to give recommendations for strategic real-time staffing changes needed to meet the needs of the business.
Develop and maintain service desk procedures, documentation, and knowledge base to enable consistent and accurate support delivery.
Provide expert-level technical assistance and guidance to the service desk team on complex technical issues, troubleshooting, and problem-solving.
Act as an escalation point for unresolved or high-priority incidents, working closely with other IT teams to ensure timely resolution and communication.
Develop and maintain strong relationships with end-users, understanding their needs and expectations, and ensuring exceptional customer service is consistently delivered.
Organize and facilitate training sessions to keep the service desk team updated on the latest technologies, tools, and best practices in IT support.
Encourage and support team members in obtaining relevant knowledge and skills development.
Constant communication with the customers to notify them early of all events and service outages.
Work with customers in real time to de-escalate frustrated customers.
Assist with the preparation of any daily reports provided to customers or management.
Handle escalations from analyst or customer management.
Perform quality checks of tickets and calls.
Work / interact with peers, escalation groups, TEK, and customer management towards improving relationships of the team and escalation groups

Qualification Requirements

Candidate must have a minimum of 1 year leading a team in a 24/7 Service Desk, call center, or desktop support setting.
Bachelor's degree in Information Technology, Computer Science, or related field or equivalent work experience.
Candidate must have strong English communication skills (both written and verbal). Should be able to carry a conversation with clients and can present ideas, and reports to a panel.
Proven ability to work well with key stakeholders.
Excellent leadership and team management skills, with a track record of effectively motivating and developing team members and building a high-performing team.
Exhibits an understanding of the excellent quality of work.
Self-motivated and independent.
Willing to work different shifts, weekends, and holidays as required.
Familiarity with IT service management (ITSM) frameworks (e.g., ITIL) is a plus.