WCAA Team Lead – IT Help Desk (1 Live Resume)
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Job Location:
Detroit, MI - USA
Monthly Salary:
Not Disclosed
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Summary:
The Team Lead IT Help Desk role provides onsite operational leadership for a 24x7x365 IT Help Desk. This role is responsible for ensuring service levels are met managing escalation control and maintaining alignment with technology services. The Team Lead acts as the primary point of contact for IT leadership and oversees multi-tier support teams.
The Team Lead IT Help Desk role provides onsite operational leadership for a 24x7x365 IT Help Desk. This role is responsible for ensuring service levels are met managing escalation control and maintaining alignment with technology services. The Team Lead acts as the primary point of contact for IT leadership and oversees multi-tier support teams.
Location:Detroit Michigan United States
Responsibilities:
- Serve as the primary liaison between stakeholders.
- Own and enforce Standard Operating Procedures (SOPs).
- Oversee workflows ticket queues forms and data integrity.
- Manage incident request and escalation flow across all priority levels.
- Ensure adherence to SLA metrics including Speed of Answer First Call Resolution Abandon Rate Quality and survey scores.
- Conduct weekly team meetings biweekly service review meetings and monthly management and SLA review meetings.
- Provide service analytics dashboards and monthly reporting.
- Review escalations and perform root cause analysis.
- Identify opportunities for continuous improvement automation and Level 0 enablement.
- Coordinate staffing coverage to meet 97% service availability requirement.
- Serve as the primary liaison between stakeholders.
- Own and enforce Standard Operating Procedures (SOPs).
- Oversee workflows ticket queues forms and data integrity.
- Manage incident request and escalation flow across all priority levels.
- Ensure adherence to SLA metrics including Speed of Answer First Call Resolution Abandon Rate Quality and survey scores.
- Conduct weekly team meetings biweekly service review meetings and monthly management and SLA review meetings.
- Provide service analytics dashboards and monthly reporting.
- Review escalations and perform root cause analysis.
- Identify opportunities for continuous improvement automation and Level 0 enablement.
- Coordinate staffing coverage to meet 97% service availability requirement.
Required Skills & Certifications:
- Experience leading onsite IT Help Desk operations in a 24x7 environment.
- Experience managing multi-tier support teams (L1 and L2).
- Experience acting as the single point of contact for IT leadership.
- Experience operating within fixed-price SLA-driven contracts.
- Experience leading onsite IT Help Desk operations in a 24x7 environment.
- Experience managing multi-tier support teams (L1 and L2).
- Experience acting as the single point of contact for IT leadership.
- Experience operating within fixed-price SLA-driven contracts.
Preferred Skills & Certifications:
- Not specified.
- Not specified.
Special Considerations:
- Must ensure 97% service availability through coordinated staffing coverage.
- Must ensure 97% service availability through coordinated staffing coverage.
Scheduling:
- Oversees a 24x7x365 IT Help Desk.
- Oversees a 24x7x365 IT Help Desk.
Key Skills
- Law Enforcement
- ABB
- Marine Biology
- Filing
- Automobile
- AV
