Service Desk Team Lead

As the Service Desk Team Lead, you will supervise one or more Support Analysts, who are responsible for answering calls, understanding caller's issues, identifying solutions using our knowledgebase, communicating solutions to the caller, and tracking results. We are looking to obtain a high-degree of satisfaction from the caller with the least amount of non-Service Desk staff interruption.

The right person for this role will be a player/coach who is as comfortable with managing staff, answering calls, finding solutions, building the knowledgebase, engaging in continuous improvement, and publishing results.

Location: Orlando, FL campus, but may change over time. Travel to campuses may be required.

Responsibilities:

• Supervise a small team of Support Analysts, including recruiting, scheduling, training, being an escalation point for solving problems and responding to requests.
• Using our ticking system, build and enhance a knowledgebase containing Frequently Asked Questions and Answers used to resolve caller questions.
• Using metrics, discovery ways to optimize the caller experience and to improve the efficiency of Service Desk Support Analysts.

Qualifications:

• Associate's degree and/or any equivalent combination of related education, training and experience which provides the required knowledge, skills and abilities to perform the essential job functions
• Five plus years working in a Help/Service Desk and/or Call Center providing service to consumers. The last year should have been spent in a supervisory capacity managing other staff.
• Recent experience working with a ticketing system and call center telephony software is required.
• Customer Service Oriented, Quality, Commitment (Deliver on time), Timely Feedback, Verbal and Written Communication Skills, and Personable.