Service Desk Team Lead

Title:Service Desk Team Lead

Location: Remote (US-based)

Due to a reorganization we have an exciting internal vacancy opportunity to manage US Service Desk operations in a fast-paced environment where no two days are the same. Further information on this role is detailed below:

Position Overview: The Service Desk Team Lead is responsible for overseeing the day-to-day operations of the remote US Service Desk team to ensure the Companys contractual commitments service goals and timelines are consistently met. This role provides first-level leadership and support for IT systems across the Companys client environments.

FLSA Status and Hours: This is a remote full time salaried non-exempt position working 40 hours a week on the Service Desks schedule which will include working weekends and covering shifts when required.

Responsibilities:

• Oversee call center operations including incident management quality assurance and tier escalation for all supported channels such as phone email chat and self-service. Monitor Service Desk request trends and produce analytical reports.
• Deliver first-tier technical support and collaborate with the VP US Operations to organize and maintain the U.S. Service Desk operational schedule.
• Maintain constant availability to address urgent matters as they arise.
• Lead staff development through coaching mentoring and training sessions. Direct the creation and management of training policies and procedures for Service Desk personnel.
• Fill in for shifts as needed to cover for team absences due to illness or scheduled leave.
• Uphold and champion the ServiceTec culture of service in all professional interactions.

Qualifications:

• College diploma or university degree in the field of Computer Science Information Technology or related field and 3-5 years equivalent work experience
• Proven experience with ticketing applications and providing level 1 or 2 support to a large business or organization (1000 employees)
• Experience working in airports is preferred but not a requirement

Knowledge/Certification in the following systems is advantageous:

• Server/domain controller/storage array systems
• Desktops and PC hardware
• Installing/configuring printers
• Microsoft Operating Systems
• Certified in at least of the following areas: A Net or Security or equivalent as deemed acceptable by ServiceTec
• ITIL Foundations training/qualifications advantageous
• PCI DSS Compliance certification preferred
• Experience of all above within a site-based customer service environment

Benefits:

• Excellent healthcare benefits: Medical and Dental
• 401K including an employer match
• Paid time-off and sickness leave
• Paid Military Leave

ServiceTec Culture: Were a people-oriented company. We value our employees believing they should be treated fairly with courtesy and respect. We believe people work better when they feel supported and know that there is a team behind them. We nurture talent and our philosophy is to promote from within if at all consistently recognize those employees who go above and beyond.

ServiceTec International Inc. is an Equal Opportunity Employer and will comply with all applicable local state and federal statutes concerning equal employment opportunity with regards to all employees whether full time part time casual temporary and seasonal or contract. ServiceTec will not discriminate on grounds of sex trans-gender status sexual orientation religion or belief marital status civil partnership status age race ethnic origin color nationality national origin disability or on other grounds not prohibited by legislation. This policy applies to the process of recruitment and selection (both internal and external) promotion training conditions of work pay and benefits and to every other aspect of employment including general treatment at work and the processes involved in the termination of employment.

Required Experience:

Manager