Service Desk Team Lead

The Lead Service Desk Technician is responsible for providing technical support for a range of business technologies, including computer systems (hardware and software), network infrastructure, telecommunications circuits, mobile devices, telephone systems, and audio-visual equipment. You will play a pivotal role in ensuring exceptional client support. You will empower a team of intermediate technical resources, fostering a collaborative environment that delivers efficient and effective resolutions. You will also be responsible for streamlining processes, implementing best practices, and continuously improving our service delivery.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

1. Identifies and resolves first level and some second level computer hardware/software problems through discussions and/or in person interaction with end-users.
2. Ensures ticketss are moving efficiently through the ticketing system and escalations are handled promptly. Manage overflow and provide flexible support to operations as required.
3. Proactively identifies and implements process improvements and best practices, optimizing workflow and maximizing team productivity.
4. Assists IT operations team to resolve hardware/software problems.
5. Utilizes the ManageEngine help desk system and adheres to IT Support guidelines.
6. Ensures company computer standards and policies are followed.
7. Adheres to IT service level agreements.
8. Maintains detailed and accurate documentation for all service requests, ensuring clear communication and efficient knowledge sharing within the team.
9. Ability to perform various technology equipment, hardware, and software upgrades.
10. Experience with IT service management systems like ManageEngine Service Desk Plus.
11. Other duties may be assigned based on company needs and employee capacity.

Competencies:

1. Problem Solving/Analytical Skills. Root Cause Analysis.
2. Ethical Conduct
3. Strong attention to Detail
4. Flexibility and collaboration skills
5. Time & stress management
6. Excellent oral/written communication skills
7. Planning and organizing

Required Skills / Abilities:

1. Understands and has a strong appreciation the 'frontline' role service desk operations have on shaping the overall relationship between IT and the business.
2. Passionate about customer service and ability to handle challenging customer conversations.
3. Ability to prioritize and administer technical resources.
4. Good knowledge of operating systems with particular focus on Windows v10, v11, and AD Domain Services. Mac OS experience is a plus.
5. Good knowledge of desktop Hardware Windows operating systems and associated hardware and software necessary to install and support users from an operational perspective.
6. Knowledge of Installing and supporting business applications.
7. Experience with Microsoft 365 suite of products (Outlook, Teams, Word, Excel, PowerPoint, SharePoint)
8. Good knowledge of information security
9. Knowledge of mainstream mobile device platforms; IOS and Android.
10. Set and track key performance indicators (KPIs) to measure team success

Supervisory Responsibility:

This position has no direct supervisory responsibilities. At times, due to projects or work assignments, employee may need to coordinate and direct a team to meet/satisfy individual/company objectives.

Work Environment:

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. At times, employee might be exposed to manufacturing environment, including forklift traffic, fumes, noise, and operating manufacturing equipment.

Physical Demands:

1. Prolonged periods of sitting at a desk and working on a computer.
2. While performing the duties of this job the employee is regularly required to use hands to handle or feel, to reach with arms, and to talk or hear.
3. Requires standing, sitting, walking, repetitive motions, listening, hearing ability and visual acuity. The employee is occasionally required to climb or balance. Must be able to lift up to 15 pounds at times.

Position Type and Expected Hours of Work:

This is a full-time on-site position. Days and hours of work are Monday through Friday, 8:00AM to 5:00PM. To meet our customer demands and internal objectives, at times this role will be required to work outside of the normal schedule, including weekends.

Travel:

There may be occasional local day travel or overnight travel as it relates to training activities or support of assigned plants/locations.

Required Education and Experience:

1. High School Diploma or higher
2. Extensive Experience in Microsoft Office and Windows
3. Experience of Service Desk activities in a busy fast paced Service Desk environment.

Preferred Education and Experience:

1. At least 3 years’ experience of ITIL Service Desk activities in a busy fast paced Service Desk environment

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Other duties and responsibilities may also be assigned by the incumbent’s manager at any time based upon Company need.

OTR Engineered Solutions is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, veteran status, genetic information or any other legally protected classification or status.