Service Desk Team Lead

Service Desk Team Lead

Location:

On-site in Clinton, TN.

Shift

Schedule:

This position requires weekend dayside availability with the following shifts: two 12-hour shifts on Saturday and Sunday, and two 8-hour shifts on Monday and Tuesday. Candidates must be able to rotate shift times as needed.

• Saturday: 5:30 a.m.
  
  - 6:00 p.m.
• Sunday: 5:30 a.m.
  
  - 6:00 p.m.
• Monday: 7:00 a.m.
  
  - 3:30 p.m.
• Tuesday: 7:00 a.m.
  
  - 3:30 p.m.

• Lead, motivate, and mentor a team of Tier I and II service desk professionals.
• Foster a collaborative and positive team culture.
• Provide guidance and support to team members, ensuring their continuous development.
• Oversee the resolution of service desk incidents and requests in a timely manner.
• Provides advanced technical advice and guidance on installation, adaptation, configuration or enhancement of company technical products, programs.
• Performs Tier III problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems.
• Determine the effectiveness of known solutions for the reported problem and apply these solutions as required.
• Monitor and analyze service desk performance metrics to identify areas for improvement.
• Implement best practices to optimize service desk efficiency and effectiveness.
• Provides expert and second-tier technical support for the installation and repair of complex systems and outages.
• Collaborate with internal stakeholders to understand customer needs and expectations.
• Ensure a high standard of customer service is maintained, addressing escalated issues as necessary.
• Identify opportunities for process improvement and implement streamlined workflows.
• Stay abreast of industry best practices and emerging technologies to enhance service desk capabilities.
• Conduct regular training sessions for service desk staff to enhance technical skills and customer service capabilities.
• Provide ongoing coaching to team members for professional growth.
• Provide coaching and/or mentoring of staff.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.

• High School Diploma and 5 years of experience.
• US. Citizenship and must have the ability to obtain a DHS Entrance on Duty (EOD) clearance.
• Experience in a Service Desk Lead or Technical Lead role.
• Experience with O365.
• Experience with computer and network support.
• Strong escalations experience.
• Ability to support rotating shift work.

• Experience in guiding work processes to meet SLAs.
• Familiarity with AWS Connect for efficient customer support.
• In-depth knowledge of Active Directory for user management.
• Experience with Black Berry UEM for mobile device management.
• Strong writing, mentoring and communication skills.
• ITIL experience.

• Ability to spend 4+ hours per day on your feet, often walking long distances throughout airport and office environments to support customer equipment.
• Ability to lift 40‑50 pounds when installing IT equipment.
• Ability to push/pull carts to transport equipment.
• Ability to kneel, bend, and reach under desks to connect or repair cabling, and connect patch cables from patch panels to network switches.
• Physical activity may include climbing ladders, stooping, kneeling, crouching, reaching, walking, pushing, pulling, lifting, grasping, and using hand tools.
• Required to have close visual acuity to perform activities such as viewing a computer terminal.
• Subject to hazards such as proximity to moving mechanical parts, moving vehicles, and electrical current.

EEO:
Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.

Target Salary Range:
The rate / range per hour below represents the typical salary range for this position. Salary is determined by various factors, including but not limited to the scope and responsibilities of the position, the individual's experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.