Service Desk Team Lead

What this Job Entails: 

The Lead is responsible for supporting the day-to-day effectiveness of service delivery and ensuring that Technical resources are not blocked from achieving designated operational targets. The Lead role is expected to work effectively within the larger service delivery team in order to identify, document, then design and test needed service improvements.  The team lead will provide oversight to the global IT service desk team, supporting day-to-day activities as well as service improvement initiatives.

Roles and Responsibilities:

Team Support

• Serve as the primary escalation point.

• Provide coaching and mentoring related to the technical development of the IT Service Desk team members.

• Run daily stand up.

• DSAT reviews, with feedback provided to management.

• Ensure new Service Desk hires are formally on-boarded and trained related to Astreya Service Desk best practices and client processes.

• Provide Walk up desk support/coverage as needed.

Problem Management

• Continually review support tickets to identify recurring issues.

• Document and investigate whether recurring issues are representative of an underlying system, process, or personnel issue.

• Identify, document, then design and test each needed service improvement.

• Own, drive and follow your solution through the change management process.

• Participate in creation of and delivery of service data review.

• Attend change management meetings.

• Review/manage proposed documentation.

• Coordinate with SDM on staffing changes and schedules.

• Sign off on closed tickets with the user to include follow up specifically to the end user.

• Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.

• Support access to corporate network/wireless and applications both on the network as well as over VPN.

• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position.

Required Qualifications/Skills:

• Bachelor’s degree (B.S/B.A) from four-college or university and 8 years’ related experience and/or training; or equivalent combination of education and experience 

• CompTIA A certification or willingness to complete in first 3 months

• Networks with key contacts outside own area of expertise

• Determines methods and procedures on new assignments and may coordinate activities of other personnel

• Ability to work independently with minimal supervision

• Excellent coordination skills and a team player

• Ability to identify issues and escalate as needed

• Excellent written and oral communication skills

• Strong interpersonal and customer service skills

• Experience with hardware, software, and network troubleshooting  

• Experience with software application use and installation

• Ability to resolve technical issues under pressure

• Mobile device support experience (iPhone and Android)

Preferred Qualifications: 

• Apple Device Certification, Windows certifications, KCS certification, and/or other relevant certification or training

• Working knowledge in the use of audio-visual equipment

Physical Demand & Work Environment:

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing

• Must have the ability to move from place to place within an office environment

• Must be able to use a computer

• Must have the ability to communicate effectively 

• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

Salary Range

• Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
• Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:

• Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only

• Dental provided through Cigna (DPPO & DHMO options)

• Nationwide Vision provided through VSP

• Flexible Spending Account for Health & Dependent Care

• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)

• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera

• Corporate Wellness Program

• Employee Assistance Program

• Wellness Days

• 401k Plan

• Basic Life, Accidental Life, Supplemental Life Insurance

• Short Term & Long Term Disability

• Critical Illness, Critical Hospital, and Voluntary Accident Insurance

• Tuition Reimbursement (available 6 months after start date, capped)

• Paid Time Off (accrued and prorated, maximum of 120 hours annually)

• Paid Holidays

• Any other statutory leaves, paid time, or other fringe benefits required under state and federal law

Salary : $41 - $65