Help Desk Team Lead

1 Opening
Richmond

Help Desk Team Lead

Lead I - Cloud Infrastructure Services

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000 practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.

Visit us at UST.com.

You Are:

The Help Desk Team Lead is responsible for leading, mentoring, and managing a team of service desk technicians to ensure the delivery of high-quality support services to customers. This role focuses on maintaining SLA compliance, overseeing incident management processes, and fostering continuous improvement in service desk operations. The Helpdesk Team Lead serves as a critical link between the team and stakeholders to ensure efficient communication and alignment with organizational goals.

The Opportunity:

• Team Leadership and Development

• Lead, motivate, and mentor the helpdesk team to ensure optimal performance and high customer satisfaction.

• Provide training and development opportunities to enhance team members' skills and capabilities.

• Oversee the management of incoming service desk requests and incidents, ensuring timely assignment and resolution.

• Trigger and lead the P1/P2 escalation process and manage technical bridges until incident closure.

• Coordinate incident investigations, escalating issues to L1, L2, and L3 support teams as necessary.

• Ensure compliance with service level agreements (SLAs) for response and resolution times.

• Monitor team performance and implement strategies to meet or exceed SLA targets.

• Maintain effective communication with stakeholders, including customers, business units, and senior management, to provide updates on service desk activities and incident status.

• Continuously evaluate and improve service desk processes to align with evolving customer and business needs.

• Ensure that documentation, including SOPs, runbooks, and FTF documents, is updated regularly.

• Ensure adherence to service desk policies and procedures in all activities and operations.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What You Need:

• A strong background in managing technical help desk operations.

• Demonstrated ability to lead and develop a service desk team.

• ITIL V3 certification or equivalent is required.

• Proven experience in managing escalations and ensuring SLA compliance.

• Comprehensive understanding of service desk processes and documentation standards.

• Skill Requirements: Strong leadership and team management abilities.

• Proficiency in incident management and escalation protocols.

• Knowledge of SLA compliance and performance monitoring.

• Effective communication and interpersonal skills to interact with customers and stakeholders.

• Ability to identify and implement process improvement opportunities.

• Advanced documentation and record-keeping skills.

• Familiarity with technical tools and systems used in helpdesk operations.

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Remote

Compensation Range: $64,000-$95,000

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

What We Believe:

We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.

Strong Leadership,Technical Proficiency,Verbal Communication