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.
Additional Job Requirements
Technical Skills
Proficiency in Windows and macOS environments
??Knowledge of Active Directory, Exchange, and Office 365.
??Familiarity with remote desktop tools and ticketing systems.
Understanding of networking concepts (TCP/P, DNS, DHCP). ?
Soft Skills
Ability to coach, mentor individuals and teams to continually raise performance and achieve excellent customer service.
Excellent communication skills (both written and verbal).
Strong problem-solving abilities.
Ability to work independently and collaboratively.