Team Lead

Description:

This is a technical leadership position for Desktop Operations team. The person hired into this role will be responsible for leading a small team while also continuing to own support and project based work themselves.

You must be a quick learner and able to think outside the box to solve some of the teams more complex problems. This person will communicate with individuals at all level of the organization and will also be expected to make suggestions to improve workflow and service so excellent communication skills are key.

Responsibilities:

Responds to Tier III tickets and incidents.

Interviews and trains new DeskOps team members.

Queue Management and work load management of team

Manages team schedules.

High focus supporting prompt service for VIP & Executive user's.

Represents the DeskOps team at necessary meetings.

Audits and quality checks DeskOps documentation, tickets & SLA’s.

Plans and oversees projects.

Work with our various technology teams on issues that require coordination with other groups.

Coordinates with various teams to ensure on time delivery of services related to moves, adds and changes.

Provide weekly and monthly activity reports to management.

Additional Qualifications (preferred)

Minimum of eight years of relevant experience in help desk or desktop support services

3 years of relevant management experience in desktop support or a related area.

Highly customer service focused with demonstrable experience in meeting and managing customer expectations. Skilled at managing customer expectations.

A positive attitude and ability to develop productive relationships with staff at all organizational levels.

Excellent written and oral communication skills; advanced ability to communicate technical concepts to technical and non-technical staff.

Demonstrable, hands-on technical skills with a focus on all aspects of desktop support and mobile devices.

Knowledge of ITIL concepts and current technology protocols and standards.

Strong critical thinking skills; the capacity to understand, analyze and creatively solve problem.

Good Presentation and Microsoft excel skills. Self cabale of creating reports

5+ years working with Windows and Mac OSX, preferably at a tier 3 level.

VOIP, Office365 & SCCM experience.

Excellent communication skills required (oral and written).

Team management and/or lead experience

ServiceNow ticketing experience is a plus