We are seeking a dynamic Service Desk Tech Lead to oversee the daily operations of our service desk team. In this pivotal role, you will ensure timely and effective resolution of IT-related issues, combining your hands-on technical expertise with leadership responsibilities. You will guide your team in delivering high-quality support services, driving continuous improvement initiatives, and aligning with our company's strategic objectives.
Key Responsibilities
Team Leadership & Supervision
- Lead and mentor a team of service desk technicians, offering guidance on technical issues to foster professional growth.
- Oversee daily operations of the service desk, ensuring adherence to SLAs for response and resolution times.
- Act as an escalation point for complex technical issues, providing advanced troubleshooting support.
- Conduct regular performance reviews, monitor team metrics, and deliver feedback for continuous improvement.
Technical Expertise
- Provide hands-on support for critical incidents, ensuring efficient problem resolution.
- Troubleshoot and resolve hardware, software, network, and system issues escalated from Level 1 and Level 2 technicians.
- Collaborate with other IT teams (network, infrastructure, applications) to resolve multi-tiered technical issues effectively.
Service Desk Operations
- Ensure service desk processes and procedures are adhered to, driving alignment with ITIL (Information Technology Infrastructure Library) best practices.
- Analyze and report on service desk performance using metrics such as ticket volume, resolution times, and user satisfaction.
- Manage and prioritize incoming service desk requests, incidents, and escalations according to business-critical priorities.
Customer Service & Communication
- Deliver exceptional customer service by ensuring prompt, courteous, and effective communication with users.
- Manage stakeholder expectations, providing regular updates for ongoing issues or projects.
- Develop and deliver end-user training and support documentation as necessary.
Qualifications
Education & Certifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
- Relevant certifications (e.g., ITIL, CompTIA A+, Microsoft) are a plus.
Experience
- 5+ years of experience in IT service desk or technical support roles.
- Proven leadership experience, ideally within a service desk or technical support environment.
- Hands-on experience with IT service management tools such as ServiceNow, BMC Remedy, or similar.
- Strong technical knowledge of IT systems, hardware, and software, including Windows, macOS, networking, and cloud services.
Skills
- Excellent troubleshooting and problem-solving abilities across various IT systems and environments.
- Strong organizational and multitasking skills, capable of managing multiple priorities effectively.
- Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Proven ability to lead, motivate, and develop a technical support team.
Other
- Ability to thrive in a fast-paced, dynamic environment.
- Availability for on-call rotation or after-hours support as needed.
Why Join Us?
As a Service Desk Tech Lead, you will play a critical role in ensuring our IT services are delivered effectively, helping us maintain a high level of customer satisfaction. If you are passionate about leading a team and driving continuous improvement in IT service delivery, we encourage you to apply.