What are the responsibilities and job description for the Service Desk Team Lead position at SEKO Logistics?
Job Description
KEY ACCOUNTABILITIES INCLUDE:
Customer Service and Communication
Minimum
KEY ACCOUNTABILITIES INCLUDE:
- Service Desk Management
- Oversee the processing of incoming support requests via ticketing system, phone, and email
- Establish and enforce service level agreements (SLAs) in consultation with stakeholders
- Monitor and analyze trends in Help Desk requests to generate reports for decision-making
- Manage the Service Desk team, including performance evaluations, training, and scheduling
- Report building experience with PowerBI or Service Desk tools to communicate on trends, aging ticket reports, and trends
- End User Computing Leadership
- Coordinate and perform hands-on fixes at the client level, including software installation, hardware upgrades, and system configuration
- Develop and implement end-user training programs to increase computer literacy
- Oversee the management of end-user devices, including desktops, laptops, and mobile devices
- Drive the strategy for software deployment and desktop infrastructure improvements
- Team and Process Management
- Lead and mentor a team of Service Desk Analysts and End User Computing specialists
- Implement best practices for IT service management, such as ITIL frameworks
- Collaborate with other IT teams to ensure seamless support across all technology areas
- Manage projects related to service desk improvements and end-user computing initiatives
- Act as the main escalation point for complex issues and high-priority incidents
- Ensure high levels of customer satisfaction through effective communication and problem resolution
- Represent the IT department in meetings with other business units and stakeholders
- Participate in the development of a safe and healthy workplace. Comply with instructions given for their own safety and health and that of others, in adhering to safe work procedures. Co-operate with management in its fulfilment of its legislative obligations.
- Other duties as assigned by management.
- Strategic thinking and ability to drive continuous improvement
- Strong customer service orientation and ability to manage stakeholder expectations
- Excellent time management and ability to prioritize in a fast-paced environment
- Analytical skills for interpreting service desk metrics and identifying trends
- Ability to balance tactical support needs with strategic IT initiatives
- Must have advanced, prior “hands-on” experience with O365, Windows OS, and laptop hardware/software.
- Comfortable working with executives in high-pressure IT support issues.
- Ability to support escalations from IT Service Desk and act as 3rd tier resource to resolve issues.
- Never an issue to contact a user directly to find out what exactly might be the problem.
- Monitor checklists from teams to keep systems available before issues occur.
- Hands-on creation of SOPs (Standard Operating Procedures).
- Training the Service Desk provider in new SOPs.
- Communicate to users tips/processes for better engagement and prevent issues from being started.
- Works on project-based initiatives and provides written and verbal status updates to business users/stakeholders.
- 4-5 on-site days in Schaumburg, IL HQ Office
Minimum
- Bachelor's degree.
- 3 years of experience in IT support roles, with at least 2 years in a leadership position
- Strong technical knowledge of Microsoft Office 365 in hybrid environment, Windows operating systems, Active Directory
- Strong experience in Microsoft Intune and pushing/testing/deployment of software through centralized management technology and processes
- ITIL certification and other relevant IT certifications (e.g., CompTIA A , Microsoft certifications)
- Excellent leadership, communication, and problem-solving skills
- Experience with ITSM tools and remote support technologies
- Knowledge of end-user device management and software deployment tools
- Continuous learner of new technologies and certified track record of mastering new technologies
- Strong problem-solving and analytical skills
- Excellent communication and documentation abilities
- Current industry certifications from Microsoft or Identity certifications
- Experience in a larger IT environment preferred with over 3000 users and multiple domains and O365 tenants
- Security experience with modern end point detection and response tools
- Experience with cloud platforms (e.g., Azure, AWS) and their IAM components
- N/A
