firstPRO is now accepting resumes for a Service Desk Team Lead in Newton, MA. This is a direct hire role and onsite 3 days per week.
The IT Service Desk Team Lead plays a critical role in providing advanced technical support to our internal users through direct engagement on tickets, service level monitoring and team mentorship. They are a part of a dynamic team that ensures smooth operations, resolves complex issues, and maintains high levels of customer satisfaction.
What you will be doing:
Team Performance: Ensure calls are monitored and tickets are resolved or updated within SLAs
Advanced Troubleshooting: Investigate and resolve escalated technical issues related to hardware, software, network connectivity, and applications. Collaborate with other IT teams to find solutions promptly.
Incident Management: Handle complex incidents, service requests, and problems. Prioritize and manage multiple tasks effectively while adhering to service level agreements (SLAs).
Root Cause Analysis: Dig deep into recurring issues, identify underlying causes, and recommend preventive measures. Document findings and share knowledge with the team.
Technical Documentation: Create and maintain detailed documentation, including troubleshooting guides, FAQs, and knowledge base articles.
Collaboration: Work closely with Tier 1 and Tier 2 support teams to ensure seamless issue resolution. Provide guidance and mentorship to junior analysts.
Customer Service Excellence: Deliver exceptional customer service by actively listening to users, empathizing with their concerns, and ensuring timely follow-up.
Continuous Improvement: Propose process enhancements, automation, and efficiency improvements to enhance service delivery.
What we hope you will bring to this role:
Education:
Vocational or technical education in completion of an industry specific, post-secondary program with a focus on IT.
Bachelor's Degree in Computer Science, Information Technology, or related field preferred.
Experience:
Minimum of 3 years in a similar technical support role, with a focus on Tier 3 support or team supervision.