Team Lead for Helpdesk
Team Lead for Helpdesk San Antonio, TX Team lead needed helpdesk in San Antonio, TX. Long term contract with no end date. Must be legally authorized to work in the U.S. without sponsorship. Position: Service Desk Team Lead Defined as a highly skilled and experienced technician who will work closely with the Service Delivery Manager to identify opportunities to enhance the value of the IT Service Desk and serve as an internal escalation point for trouble ticket resolution. The Team Lead will often be a point of contact with the Clients IT regarding project planning and discussions on technical topics. The Service Desk Team Lead is responsible for managing the performance of the Service Desk Agents under their supervision. The Team Lead must utilize strong supervisory skills, customer service skills, and technical abilities to manage the teams daily responsibilities as specified in the Service Level Agreements (SLA), Service Level Objectives (SLO), and Standard Operating Procedures (SOP). The Team Lead is ultimately responsible for all contacts received and processed by the team. Responsibilities include technical assistance and training of agents, and responsibility for handling outage notifications and escalations. The Team Lead is responsible for resolving complex problems as needed. This position requires an enthusiasm for learning and helping. The IT Service Desk provides support 24 hours per day, 7 days a week including holidays, and must be willing to work any shift. Required Management / Leadership Skills To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Supervisory Skills o Identifies personnel issues and report them to the appropriate Staff members o Defuses employee conflicts without impeding upon personal rights o Meets deadlines on assignments o Organization and prioritization is a must o Assists in planning procedures, work methods and revises or recommends revisions to improve efficiency of operations and services o Acts upon requests and complaints from personal and customers related to our services o Schedules and approves vacation of employees o Conducts formal training sessions to improve employee knowledge and skills Coaching / Mentoring Skills o Provides objective feedback to professionals regarding their performance o Reviews and interview professionals regarding customer incidents o Coaches professionals via written documentation and verbal coaching o Challenges professionals to improve their performance through mentoring and leadership techniques Recruiting Skills o Effective interview skills for hiring team members o Identifies and defines job skills required for team members prior to interviewing o Identifies need for additional team members o Understanding of company policies and procedures regarding hiring and interviewing o Knowledge of process for requesting additional team members o Receives training course provided by company regarding interviewing Desired Skills and Certifications Information Technology Infrastructure Library (ITIL v3) Foundation Training Certification HDI Support Center Analyst (SCA) Training Certification Knowledge-Centered Support (KCS) Methodology Training Certification Enhanced Customer Service training Bachelor or Associate degree in a computer-related field of study or equivalent experience Incident Management system skills (Remedy) Microsoft Certified Professional Certification HDI Customer Support Specialist (CSS), Help Desk Analyst (HDA), or similar certifications
San Antonio, TX
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