Service Desk Team Lead
Job Location:
Monthly Salary:
Posted on:
4 days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Title: Service Desk Team Lead
Location: Miami FL OR Dallas TX
Type: 6 month contract tohire
Job Details:
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Looking for 2-3 years as a lead is good or a newer lead he would take as well.
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They will be responsible for managing the ticket queue of their designated shift.
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They will be responsible for monitoring SLAs and looking at the queue and taking a step back to look at performance of other analysts. They wont be first line on the phones just point of escalation only.
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Tech stack is SNOW Webex is call center software log me in Microsoft Entra O365 they have about 600 users with apple products and more ios than android 11000 PCs inTune
- Provide advanced advice mentorship and training to IT Technicians guiding them in troubleshooting and resolving complex issues. Lead by example in adopting and implementing best practices across the IT team.
- Proficient in troubleshooting a range of IT issues.
- Excellent communication mentorship and problem-solving skills.
- Assist senior colleagues in managing internal client relationships handling complex technical requests and ensuring a high level of client satisfaction.
- Produce update and maintain best practice support documentation.
- Offer end-to-end resolution of incidents including proposing and implementing improvements to prevent future occurrences. Ensure that all incidents are thoroughly documented and analyzed in Service Now.
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Perform basic troubleshooting on LAN/WAN connectivity under guidance.
Required Skills:
microsoft0365Troubleshooting
