Service Desk Team Leader

Description

SERVICE DESK TEAM LEADER

A Service Desk Team Leader is responsible for managing the Convergence Networks Support teams. Teams are responsible for an excellent customer experience by responding to and resolving incoming IT requests, monitoring network and security operations and resolving alerts from our customers. In addition, the Team Leader manages the communication with other service teams for handoff, acts as a technical resource and is an escalation point for complicated issues.

The highest priority of the position is team excellence through operations, process, building culture and exceptional leadership. The Service Desk Team Leader is responsible for client communication and will regularly provide updates to executives in the form of Service Reviews or discussing critical feedback for the team. This job operates at a very fast pace, and you must be comfortable with technology, tools, leadership, communication and changing priorities.

• Lead the service, workflow and engagement of their assigned service team of network and system administrators.
• Manage team growth and improvement through coaching, teambuilding and performance management. Actively pursue an ideal work environment for individuals on team.
• Ensure process improvements and communication with clients, other groups and resources.
• Maintain accurate records on team, communication, resolution, assistance needed and follow-up.
• Be responsible for the health, maintenance, and documentation of assigned client tickets and network infrastructures.
• Mentoring and Coaching of service team. This includes performance management, timesheet approval, and career mapping.
• Ensure customer satisfaction with focus on team service, communication and issue resolution.
• Other relevant job duties as assigned.

• Degree or a combination of education and experience in a related field
• 5+ years of experience providing superior end user application and desktop support
• Proven communication and leadership skills
• Exceptional time management and organizational skills
• Strong understanding of server and network environments
• Excellent troubleshooting skills with IT and related hardware and software components (PCs, laptops, servers, firewalls, switches, routers, hard drives, Windows operating systems, etc.)

• Leadership, patience, empathy, confidence, and customer service skills. You will be working with a myriad of businesses, technologies, applications, and personalities.
• Strong IT background with a focus on network support, implementation, and remote as well as onsite support.
• Excellent communication (verbal and written) at all levels internally and externally, interpersonal, business management, time management, and developmental skills. Ability to work effectively within a team as well as independently.
• Experience with administering current Windows desktop operating systems, Windows server operating systems, Exchange, Office 365, and a variety of backup solutions, routers, firewalls, and virtual/cloud-based technologies.
• Experience using a triaging or priority system to gauge client issues and impact.
• Understanding of managed services and the value offered over a typical break-fix environment.
• Skilled at defusing high-stress situations and facilitating resolution to technical problems.
• Willingness to learn, adjust, and grow with our company.
• Self-starter with a positive attitude who is skilled at inspiring and growing others.

• Bachelor’s degree in information technology and/or technology management or equivalent experience.
• Three+ years of leading an effective team.
• Understanding of, and a background in working within the IT managed services provider business model, particularly in an IT support role.
• Experience with Connect Wise, Service
  
  NOW, Ninja
  
  RMM, or other similar MSP tools and software.
• Knowledge and experience working with Microsoft Office 365, Microsoft Azure and other Cloud service offerings.

• Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer. This position requires standing, walking, sitting, using hands, seeing, reaching, talking, writing, and hearing; it may require occasionally carrying or lifting equipment if working on-site.
• Position requires contact with others - in meetings, by phone or by email. Interactions focus on data collection, problem solving, needs analysis and technical work. Interactions are initiated in person or electronically. Position may require some travel to customer sites.

• Group benefits plans, including medical, dental, vision in US and health savings and supplement insurance (including dental) in Canada, including retirement plans (401k and RRSP).
• We believe in personal and professional growth. We offer regular internal training opportunities, as well as training and…