What are the responsibilities and job description for the Service Desk Lead position at Tandym Tech?
Job Details
We are seeking a Service Desk Lead to join the team of one of our customers in the retail and transportation industry. The Service Desk Lead should be a dynamic individual who is motivated by working with a fun and driven team to build a leading travel retail technology company.
Responsibilities:
- Engages service desk shift personnel to ensure performance is effective and efficient
- Understands and monitors KPIs and SLAs to ensure thresholds are not exceeded.
- Provides first level escalation assistance and escalates to leadership when necessary
- Assigns and prioritizes workloads during respective shifts
- Provides active guidance and coaching for 1st level teams during assigned shifts
- Ensures shift schedules are closely monitored and escalates gaps to leadership
- Works to identify missing or erroneous documentation for processes or knowledge
- Conducts quality spot checks to verify customer communication and ticket documentation
- Assesses and initiates first level contact and notification to leadership for Major Incidents.
- Provides summary reports to 'next shift' and conducts effective turnover
- Provides weekly performance reporting to the Service Desk Manager
- Investigates customer complaints and feedback and follows up to address concerns
Technical Requirements:
- Should have basic knowledge of IT operations management processes and technologies
- Must possess Knowledge of basic Service Desk Operations
- Ability to quickly address customer issues or escalate to the appropriate resolving teams
- Ability to apply best practices in order to resolve customer incidents and requests
Ability to work in a fast paced, high-stress environment
Soft Skills:
- Good Communication Skills
- Strong customer focus
- Good interpersonal skills to address customer escalations
Experience:
- Should have at least 2 years of relevant Experience leading Service Desk teams
- Should have prior experience in customer facing roles
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
