Service Desk Lead

Service Desk Team Lead

Hours: 8:30 - 5:30 (3 days on-site, 2 days remote)

Our client is seeking a Service Desk Lead to join one of the leading companies in the retail and transportation industry. The Service Desk Lead should be a dynamic individual who is motivated by working with a fun and driven team.

Responsibilities:

• Engages service desk shift personnel to ensure performance is effective and efficient
• Understands and monitors KPIs and SLAs to ensure thresholds are not exceeded.
• Provides first level escalation assistance and escalates to leadership when necessary
• Assigns and prioritizes workloads during respective shifts
• Provides active guidance and coaching for 1st level teams during assigned shifts
• Ensures shift schedules are closely monitored and escalates gaps to leadership
• Works to identify missing or erroneous documentation for processes or knowledge
• Conducts quality spot checks to verify customer communication and ticket documentation
• Assesses and initiates first level contact and notification to leadership for Major Incidents.
• Provides summary reports to 'next shift' and conducts effective turnover
• Provides weekly performance reporting to the Service Desk Manager
• Investigates customer complaints and feedback and follows up to address concerns

Technical Requirements:

• Should have basic knowledge of IT operations management processes and technologies
• Must possess Knowledge of basic Service Desk Operations
• Ability to quickly address customer issues or escalate to the appropriate resolving teams
• Ability to apply best practices in order to resolve customer incidents and requests
• Ability to work in a fast paced, high-stress environment

Soft Skills:

• Good Communication Skills
• Strong customer focus
• Good interpersonal skills to address customer escalations

Experience:

• Should have at least 2 years of Experience leading Service Desk teams
• Should have prior experience in customer-facing roles
  

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link into an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/

Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.

Company Profile:

Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.

Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.

Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.bhsg.com.

Benefits Information:

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.

We look forward to working with you.

Beacon Hill. Employing the Future™