Team Lead - Service Desk
Team Lead - Service Desk
Posted on :
06-04-2025
Employer Active
1 Vacancy
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Job Description
Description
Position at Zones LLC.
Company Overview:
When it comes to IT solution providers there are a lot of choices. But when it comes to providers with innovative and differentiating endtoend service offerings theresreally onlyone: Zones First Choice for IT.TM
Zones is a Global Solution Provider of endtoend IT solutions with an unmatched supply chain. Positioned to be the IT partner you need Zones a Minority Business Enterprise (MBE) in business for over 35 years specializes in Digital Workplace Cloud & Data Center Networking Security and Managed/Professional/Staffing services. Operating in more than 120 countries leveraging a robust portfolio and utilizing the highest certification levels from key partners including Microsoft Apple Cisco Lenovo Adobe and more Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need they can Consider IT Done. Follow Zones LLC on Twitter @Zones and LinkedIn and Facebook.
Position Overview:
To provide technical support & assistance to customers remotely. To ensure client satisfaction and ability to resolve customer issues at first contact. Must have good technical knowledge and an ability to communicate effectively to understand the problem empathize and provide a solution at the earliest. To ensure user queries or issues are captured validated and triaged for further processing. To ensure various types of information or updates are communicated to users through appropriate channels.
What youll do as the(Team Lead Service Desk):
The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Effectively managing developing and training the service desk team.
- Ensuring that all processes used by the service desk are thoroughly documented consistently audited and regularly improved.
- An ability to balance and plan the shortterm actions of the team.
- Knowledge and understanding of all relevant industry standards.
- Knowledge and understanding of best practices for service management.
- Strong communication skills including the ability to be influential and persuasive with stakeholders.
- As needed schedule employees working times and provide backup support.
- Conduct regular assessments and share the results with stakeholders.
- Review and analyze communications between IT staff and customers.
- Provide regular feedback based on the periodic performance review.
- Manage process for communicating outage/emergency activities to the organization.
- Motivates team through timely rewards & recognitions.
- Train coach and mentor Service Desk Specialists (Level 1 / 2 including career development.
- Ensure staff compliance with company policies and measures.
- Knowledge on Service management concepts namely Tools and techniques
- Ability to maintain high confidentiality with sensitive information and data and display integrity.
- Proactively manages risk and maintains proper documentation.
- Proven abilities to work with data analyze and draw inferences from the data available.
- Ability to articulate effectively while reporting creating minutes and action plans.
- Ability to adapt quickly to changing priorities and conditions.
- Should be able to lead from front with no/minimum guidance.
What you will bring to the team:
- Experience Minimum 8 years with minimum 3 years in a Service Desk Team Lead role.
- Education Graduation in any discipline.
- Conducting and sharing results from service and operation performance reviews.
- Coordinating and managing all relevant stakeholders including the support desk team customers and other teams that are involved in service desk operations.
- Managing escalations and maintaining feedback tracker.
- A thorough understanding of the strategic vision for the service desk and the ability to set the longterm direction of the team.
- Experience in effectively interacting with employees or leadership teams from internal or client organizations.
Zones offers a comprehensive Benefits package.
While were committed to providing toptier solutions we are just as committed to supporting our own teams. We offer a competitive compensation package where our employees are rewarded based on their performance and recognized for the value they bring to our business. Our employees enjoy a variety of comprehensive benefits including Medical Insurance Coverage Group Term Life and Personal Accident Cover to handle the uncertainties of life and a flexible leave policy to balance their work life.
While were committed to providing toptier solutions we are just as committed to supporting our own teams. We offer a competitive compensation package where our employees are rewarded based on their performance and recognized for the value they bring to our business. Our employees enjoy a variety of comprehensive benefits including Medical Insurance Coverage Group Term Life and Personal Accident Cover to handle the uncertainties of life and a flexible leave policy to balance their work life.
At Zones work is more than a job its anexciting careerimmersed in an inventive collaborative culture. If youre interested in working on the cutting edge of IT innovation sales engineering operations administration and more Zones is the place for you!
All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin veteran status oron the basis ofdisability.
Employment Type
Full-Time
Key Skills
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