Job Title: IT Service Desk Team Lead

Location: Longwood, FL

Job Type: Full-time

Job Summary:

We are seeking an experienced and highly motivated IT Service Desk Team Lead to join an established team located in Longwood, FL. The successful candidate will be responsible for overseeing the day-to-day operations of our IT Service Desk team, ensuring the delivery of high-quality technical support to our internal users. The IT Service Desk Team Lead will lead a team of Service Desk technicians and collaborate with various department leads to maintain an efficient and reliable IT support system.

Responsibilities:

• Lead, mentor and manage a team of Service Desk technicians, providing guidance, coaching, and support to ensure the team's success.
• Oversee the daily operations of the IT Service Desk team, ensuring timely and effective resolution of user issues and requests within defined service level agreements (SLAs).
• Monitor daily Service Desk performance metrics, analyze trends, and implement improvements to enhance overall service quality and customer satisfaction.
• Act as a point of escalation for complex technical issues, working closely with team members and other IT teams to resolve problems efficiently.
• Collaborate with cross-functional teams to develop, update, and maintain knowledge base articles to ensure accuracy of IT support documentation, policies, and procedures.
• Conduct regular performance evaluations for Service Desk technicians, providing feedback and identifying opportunities for professional development.
• Manage Service Desk resources effectively, including workload distribution, scheduling, and coordination of staff training to ensure adequate coverage and skill development.
• Foster a white glove service culture within the Service Desk team, promoting excellent customer service.
• Serve as part of the On-Call rotation, monitoring support team channels and delivering after-hours support for Service Desk escalations.
• Provide rotational Major Incident Management serving as the primary point of contact for all major incidents, managing the end-to-end incident lifecycle from identification and assessment to resolution.
• Coordinate with other IT teams to facilitate the resolution of Major Incidents and restore service availability as quickly as possible.
• Identify areas for process optimization and implement best practices to enhance Service Desk efficiency.
• Champion and support the rollout of new technologies and processes, serving as a positive advocate to ensure smooth adoption and enhanced Service Desk responsiveness.

Qualifications:

• 3+ years of experience in an IT Service Desk environment, with at least 1-year proven experience in leadership or supervisory role.
• Strong technical background with a comprehensive understanding of desktop operating systems, hardware, software applications, and network infrastructure.
• Understanding of IT Service Management frameworks, such as ITIL, and experience in implementing ITIL best practices.
• Excellent problem-solving and analytical skills, with the ability to resolve complex technical issues and make sound decisions under pressure.
• Exceptional communication skills, both written and verbal, with the ability to communicate technical concepts to non-technical users effectively.
• Demonstrated leadership abilities, including team building, coaching, and performance management.
• Strong customer service orientation and a commitment to delivering high-quality IT support.
• Ability to adapt to a fast-paced and dynamic work environment while managing multiple priorities effectively.

Preferred Skills:

• ITIL certification or equivalent.
• Experience working with remote teams and managing support in a distributed environment.
• Familiarity with cloud-based services, virtualization, and digital employee experience (DEX).
• Experience using Jira and the Freshservice ITSM platform.
• Knowledge of Microsoft Intune and Mosyle (Apple) device management tools.
• Understanding of the ControlUp real-time monitoring tool.
• Working knowledge of the Dialpad telephony platform.

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