What are the responsibilities and job description for the Service Desk Team Lead position at Onsite Logic?
Service Desk Team Lead
Do you thrive in a leadership role and have a passion for building high-performing IT teams? Are you an expert troubleshooter with a knack for process improvement? If so, Onsite Logic wants you to lead our Service Desk team!
About the Role
As the Service Desk Team Lead at Onsite Logic, you'll play a pivotal role in ensuring exceptional client support. You'll supervise, mentor, and empower a team of intermediate technical resources, fostering a collaborative environment that delivers efficient and effective resolutions. You'll also be responsible for streamlining processes, implementing best practices, and continuously improving our service delivery.
We are growing fast and are looking to add a motivated person with exceptional leadership skills, strong communication abilities, and a desire to help others while making a real difference with clients’ needs. Our clients rely on us for their day-to-day technological needs along with strategic planning and management of their technology infrastructure. This role is perfect for someone with great attention to detail and a security-focused mindset who is ready to take on a supervisory role in IT and Managed Services.
The Service Desk Team Lead (SDTL) is a pivotal role providing supervisory oversight among a team of technical resources. The SDTL ensures that tickets are moving efficiently through our system, escalations are handled promptly, and any overflow is managed appropriately. Additionally, this role also provides overflow or flexible support to operations as required. This is a mid-level position that requires demonstrated technical and client-focused competency and leadership skills.
Responsibilities:
● Team Leadership & Development: Supervise and provide guidance to a team of intermediate technical resources, fostering a positive and motivated work environment. Conduct regular one-on-one meetings with team members to review performance, provide feedback, and address any concerns.
● Operational Efficiency: Ensure tickets are moving efficiently through the ticketing system and escalations are handled promptly. Manage overflow and provide flexible support to operations as required.
● Client Success Champion: Provide advanced training to clients on the use of information technology, empowering them to leverage technology effectively.
● Process Improvement Expert: Proactively identify and implement process improvements and best practices, optimizing workflow and maximizing team productivity.
● Knowledge Management: Maintain detailed and accurate documentation for all service requests, ensuring clear communication and efficient knowledge sharing within the team.
● Performance Champion: Set and track key performance indicators (KPIs) to measure team success and continuously strive to improve customer satisfaction (CSAT) ratings.
Qualifications:
● Associate's degree in Information Technology or a related field, or equivalent experience
● 4-6 years of IT Helpdesk experience within a Managed Services Provider (MSP) environment
● Advanced knowledge of IT and cybersecurity concepts
● Proven leadership skills and experience managing a team
● Network or Security certification, and other relevant certifications (preferred)
Success Metrics:
● Maintain a customer satisfaction (CSAT) rating of 95% or higher
● Ensure 95% of team goals are completed on time and within budget
● Achieve a first contact resolution rate of 80%
● Conduct bi-weekly one-on-one meetings with all team members
● Implement at least one process improvement per quarter
Benefits:
● Competitive salary and benefits package
● Opportunity to lead and mentor a talented team
● Ongoing training and professional development opportunities
● Be part of a team dedicated to client success
Salary: $55,000 -$88,000 DOE
Ready to Lead Our Service Desk?
If you're a passionate IT leader with a commitment to building high-performing teams, we encourage you to apply!
Onsite Logic: Empowering businesses through exceptional IT support.
Salary : $55,000 - $88,000