Service Desk Team Lead

Company Description:

· As discussed, Astreya is the leading IT engineering solutions provider for some of the world's most recognizable and innovative organizations. Our journey started in 2001 in the heart of Silicon Valley and reached 40 countries with over 2200 IT professionals.

· Our solutions and services are around IT End User Support, Asset Management, Network Operations Support, Contract Management, Video Conferencing, Reporting and Analytics, Service Bars, digital transformation services, Cloud management, Service Desk, Hyper Automation, AI ML and Digital Engineering

· We are in the market providing IT-managed services such as implementation services, rack stack, staff augmentation, inventory management, deployment services, IT support service desk, cloud infrastructure services, automation, and reverse logistics services. We build large data centers, manage 5 mil assets for each customer, and provide many infrastructure engineering solutions.

· Successful integration of RMA end-to-end systems to allow for global visibility/tracking/resolution.

· Designed a new service for Active Monitoring allowing clients to hand off POC responsibilities for site access security.

· Developed and managed process to onboard external vendors to the client’s Citrix environment

· Our price is extremely competitive, and we are flexible to commit. We would like to help your customers and you to become successful, especially where you do not want to focus.

· Looking forward to collaborating and working together on any projects/deals.

Job Description

• 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.