MONEYPENNY US GROUP is Hiring a Service Desk Team Lead Near Duluth, GA
Job Details Job Location Duluth LQ46 - Duluth, GA Description The role: As a Service Desk Team Leader, you will provide support to the Service Desk Manager and oversee a team of Service Desk Technicians. Your main focus will be to ensure that all inquiries, questions, and problems within the organization are addressed promptly and efficiently to minimize any potential disruptions to our teams and overall business objectives. You will enjoy being involved in all aspects of the Service Desk role as well as managing the technicians on a daily basis. Key responsibilities:
Handle incoming telephone calls, emails, and self-service tickets in a customer-friendly and professional manner
Resolve and fulfill incoming service desk incidents and requests, acting as the first line of support for our Moneypenny teams
Provide first-line IT support for many technologies to a wider user base
Record all actions, conversations, and work undertaken on Freshservice, our ticket management system
Management of onboarding and offboarding employees including setting up tech and creating/deactivating user accounts
Complete daily checks each morning on internal systems to ensure everything is working correctly, or to identify any concerns
Supporting the setup and installation of workstations, e.g., managing and completing desk moves, or setting up new workstations for newbies
Purchasing IT equipment, software and managing stock
Support of remote users
Managing and maintaining SLAs
Conducts regular 1:1s with service technicians, consistently looking to upskill and increase their knowledge base.
The person:
Experience with Microsoft
and Linux operating systems essential
Office 365/Exchange support exprience essential
Experience with End Point Manager essential
Experience using Microsoft SQL Server Manager preferred
Comfortable leading and managing a team of Service Technicians
Site level active directory object management
Enjoy working in a fast-paced and diverse environment while remaining cool and collected under pressure.
Customer-oriented and confident in dealing with requests from all levels of the organization.
Self-motivated and organized, ability to manage multiple tasks at the same time.