Service Desk Team Lead Remote

Service Desk Team Lead Remote

Randstad Digital Americas

We are looking for an experienced and operational-savvy Team Lead to guide a Shared Service Desk team of 10+ agents. In this role, you will be the tactical "boots on the ground" leader, ensuring high-quality support across multiple clients / diverse internal departments. The ideal candidate is not just a technical escalation point, but a people leader capable of driving performance, managing complex SLAs, and maintaining high morale in a fast-paced, multi-tenant support environment.

$20.00/hr - $21.00/hr

• Location:
  
  Telecommute
• Job Type: Solutions
• Salary: $20.00 - $21.00 per hour
• Work Hours:
  
  9am to 6pm
• Education:
  
  High School

• Direct Supervision:
  Manage day-to-day operations of a team of 10-15 Service Desk Agents.
• Coaching & Development:
  Conduct weekly 1:1s, monthly performance reviews, and live call/ticket audits.
• Culture Building:
  Foster a collaborative and resilient team culture that minimizes burnout.
• Shift Management:
  Oversee scheduling, time-off requests, and shift handovers to ensure coverage.
• Metric Adherence:
  Monitor real-time dashboards to ensure adherence to SLAs (First Response Time, Resolution Time) and KPIs (CSAT, First Contact Resolution).
• Queue Management:
  Actively manage ticket queues to prevent backlogs and ensure equitable workload distribution.
• Escalation Handling:
  Serve as primary point of contact for handling escalated issues from the team or dissatisfied stakeholders/customers.
• Knowledge Management:
  Oversee creation and maintenance of the Knowledge Base.
• Process Optimization:
  Identify bottlenecks and propose changes to improve efficiency.
• Onboarding:
  Lead training and onboarding process for new hires to achieve full productivity quickly.

• Minimum 3-5 years experience in an IT Service Desk environment, with at least 1+ year in a leadership or senior capacity.
• Proven experience mentoring or leading teams of 10 or more individuals.
• Understanding of multi-tenant environments.
• Strong working knowledge of ITSM tools (Service Now, Jira Service Management, Zendesk, Fresh service).
• Familiarity with Microsoft 365, Active Directory, Azure, and remote support tools.

• ITIL 4 Foundation certification.
• Experience using Power BI or Excel to generate weekly performance reports.

Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.