Team Lead, Service Desk

About the role: We are looking for a talent Team Lead to oversee our Tier 2 team of Service Desk Engineers. This role is integral to the day to day operations of our 24X7X365 global Service Desk.

*** This position will work hybrid out of our Port St. Lucie, FL office***

What You’ll Do: 

• Serve as an escalation point for the team for technical issues, questions about processes, and to strategize the best approach to customer issues
• Act as a role model to the team by providing mentoring and guidance to new hires on the team
• Assist the Technical Engineering Center management team with mentoring, communicating, developing, and training new team members
• Perform spot checks of the ticket queue to ensure that tickets are assigned and addressed as quickly as possible
• Create a motivating environment so the team is as focused and productive as possible throughout the day
• Be a change agent on the team by checking in with the team and continually seeking out ways to improve the employee experience and optimize efficiencies
• Ensure that team members are completing their administrative tasks such as follow-up’s and overhead submissions in a timely manner
• Assist with evolving, fine-tuning, and implementing new processes to ensure the team is operating at maximum efficiency levels and manage various initiatives to help the department improve
• Serve as a back-up to the department head when unavailable or out of office
• Provide telephone, remote, email support and troubleshooting to Dataprise customers involving the following technologies: advanced Firewalls, advanced Windows server, advanced Exchange server, SSL Certificates, VMWare, Citrix, VoIP, Microsoft Office Applications, Office 365
• Other duties as assigned 

What Skills & Experience You’ll Need: 

• Several years of prior experience in a service desk/call center environment
• Strong hands-on/practical experience with the following technologies: Windows Server, Exchange Server, Small Business Server, Active Directory, Citrix, Firewalls (e.g., SonicWall, Watchguard), DNS, DHCP, VMware preferred
• Vast knowledge of Dataprise processes, procedures, products, and services
• Previous experience in a leadership role and/or a desire to pursue a leadership path at Dataprise
• Experience working as a member of the TEC at Dataprise for at least 6 months
• Attention to detail and a keen sense of ownership
• Exceptional organization skills and oral/written communications skills
• The ability to work in a fast-paced environment
• Strong verbal and written communication skills
• A willingness to respond to occasional communication from staff after-hours and on weekends
• Strong problem-solving skills and the ability to mitigate conflict and address challenging situations
• Leadership skills to allow mentoring of junior team members
• A Bachelor's degree in a related field preferred
• Industry certifications such as MCSE, ITIL, CompTIA A+, CompTIA Network+, MTA - Technology Associate, MCSA Office 365, MCSA Windows Server 2016

Team Lead Success Factors

• Team Leads will be measured on several key performance indicators assessed during quarterly performance reviews, including but not limited to: 
  • Meet or exceed workgroup and PODs performance metrics monthly
    • Tickets closure rate
    • Voice MTTE
    • Electronic MTTE
    • MToT
    • CSAT

• Team Leads will be expected to grow his/her technical skillset through regular continuing education and certifications and technical training

Dataprise Diversity Commitment: At Dataprise, we celebrate what makes us unique: our people. We believe in fostering a diverse and inclusive work environment that seeks and embraces thoughts and ideas from all different backgrounds. We welcome everyone and are committed to providing equal employment opportunity regardless of race, gender, gender identity/expression, religion, ethnicity, disability, national origin or sexual orientation. We are #DataprisePROUD!

Powered by JazzHR

o7dcb3OrIS