What are the responsibilities and job description for the Service Desk Team Lead position at Concept Technology Inc.?
Job Description
Job Description
We are a tight-knit group of IT professionals working in an open office environment that offers employees the opportunity to learn and grow. We are expanding and looking for a strong IT technical mentor that enjoys teaching and providing guidance to others. Our ideal candidate is someone that has had IT Service Desk experience and really knows the “whys” and not just the “this is how” approach. If you have a sense of humor, love helping others, and have a natural passion to share knowledge and mentor others, you could be the perfect fit!
WHAT YOU WILL DO :
- Provide technical team lead mentorship to Service Desk team (8-10 members)
- Ensure service and incident requests are handled optimally with a business and technical combined focus, assisting team members with technical action plans that are aligned with service level objectives
- Own oversight of critical / high priority impact requests and incidents
- Publish documentation to assist team members with technical decision processes / procedures
- Track ticket trends to eliminate recurring issues or see bigger picture of widespread problems, or improved service delivery methods and processes
- Provide technical training sessions such as effective troubleshooting techniques, Modern Workplace configuration, AD / DNS / DHCP, networking, and security services
- Work one of three shifts at our Nashville office : 7 : 00am-4 : 00pm, 8 : 00am-5 : 00pm, 9 : 00am-6 : 00pm
WHAT YOU WILL ENJOY :
WHAT WE NEED YOU TO BRING :
Modern Workplace : Microsoft 365, Google