Service Desk Team Lead
hace 4 días
Employment: Remote Contractor Company Base: US Shift : Regular Hours: 8 AM EST - 5 PM EST or 9 AM - 6 PM Location: PH - Permanent WFH Workstation: Equipment Provided Benefits : 13th Month Pay Competitive Salary (USD Based) Permanent WFH Professional Growth and Training Supportive Work Environment GENERAL DESCRIPTION: We are seeking a dedicated and results-oriented Service Desk Team Lead to oversee our service desk operations, manage a team of support professionals, and ensure the delivery of exceptional technical support services to our clients.
The ideal candidate will possess strong leadership skills, a solid technical background, and a passion for enhancing team performance and client satisfaction.
RESPONSIBILITIES AND DUTIES: Lead and manage a dedicated service desk team, providing guidance and support to ensure effective resolution of technical issues.
Develop and implement comprehensive training programs to cultivate team skills and enhance service delivery.
Foster and manage client relationships, ensuring clear communication, effective negotiation, and adherence to service-level agreements.
Track performance metrics and develop reporting systems to present team achievements and areas for improvement to stakeholders.
Motivate and inspire the service desk team, promoting a positive work environment that encourages professional growth and high performance.
Establish and monitor general metrics for measuring team member performance, including ticket resolution time, customer satisfaction scores, and other relevant KPIs.
Continuously assess and improve service desk processes, ensuring alignment with industry best practices and company objectives.
Collaborate with IT management to ensure the service desk is equipped with the necessary tools and resources to meet operational demands.
SPECIFIC SKILLS: Proven experience leading and overseeing a dedicated service desk or support team.
Practical experience in developing training programs for team development and performance improvement.
Solid experience in managing client relationships, with strong communication, negotiation, multitasking, and prioritization skills.
Proficiency in tracking statistics, developing reports, and presenting findings to stakeholders.
SOFT SKILLS: Strong sociability skills to build relationships with team members and clients alike.
Exemplary leadership qualities with a focus on motivating teams and driving results.
A dependable individual who takes ownership of their responsibilities and strives for excellence.
A results-oriented mindset, with the ability to analyze metrics and guide the team towards achieving performance goals.
Demonstrated ability to create a motivating work environment that fosters teamwork and accountability.
Certifications: Bachelor's degree or Associates degree in Information Technology, Computer Science, Network Administration or related business field.
Certifications such as ITIL, CompTIA Network+, or Security+ are highly valued.
Good to have: Experience with the US IT industry or US client support 13th Month Pay Competitive Salary (USD Based) Permanent WFH Professional Growth and Training Supportive Work Environment
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