Service Desk Associate Lead

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Posted 9 days ago United States Salary undisclosed
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Job Description

What We'll Bring This is an entry-level lead position responsible for supervising and coordinating the activities of a team of associates within an assigned department during their respective shift. The primary focus is on developing supervisory skills through on-the job experience and required training. Individuals should expect to apply and enhance knowledge of learned skills through continuous practice, on-going meetings with their manager, guidance from more senior leads, and sharing of best practices across the support organization. What You'll Bring Supervise the daily activities and needs of the supported department. Responsible for performance management, coaching, development, and identifying the needs of assigned team. Meet regularly with associates to review monthly performance results and quality standards. Address inability to meet standards and make recommendations for improvement. Assist manager (or more senior leads) with reviewing schedules and establishing workflows. Analyze productivity data, provides quality assurance and production feedback to team members. Continually seek out process improvements and recommend solutions to improve departmental productivity, efficiency and quality of service. Serve as a liaison between TransUnion's Global Technology Organization and our internal external customers upon associate escalations. Drive resolutions on behalf of the customer by following up on aging tickets assigned to other support teams helping to ensure timely work order closures. May be assigned to departmental initiatives in support of assigned unit. When involved, acts as a subject matter expert providing expertise in process and system knowledge. Research and analyze customer and associate issues. Utilize manager and more senior leads to resolve and implement solutions. With the approved guidance of their Senior Lead, manager, and Human Resources, administer company personnel policies, including corrective counseling, conduct interviews, field questions and direct the associate appropriately. Serves as subject matter expert on initiatives that impacts the business unit by providing expertise in process and system knowledge. Ensure compliance with applicable state and federal laws and regulations. Perform other related duties as assigned. Qualifications Associate or bachelor's degree from an accredited college or university, or equivalent experience. A degree in Computer Science, Information Technology, ComputerData Systems Management or a related field or discipline is preferred. At least 1-year of support experience on TransUnion's Global Service Desk. Prior experience in an IT Service Desk Customer Call Center environment (preferably consumer credit reporting) or similar environment in a financial institution. Has demonstrated an ability to effectively juggle daily tasks assigned within recommended quality standards. Demonstrated ability to work in a team environment, with strong interpersonal and negotiation skills. Consistent performer utilizing engagement and diplomacy skills to achieve required results. Has shown initiative to lead initiatives and ideas through completion. Great level of knowledge of product service capabilities, system interdependencies, data flow, and technical tools for troubleshooting all ranges of customer technical questions and incidents. Good understanding of ITIL foundational structures including Service Transition, Service Management, Continual Service Improvements, and Incident Management. Excellent communication skills both verbal and written. Ability to highlight and address knowledge gaps ensuring team is empowered to resolve issues on first touch. Must be able to work in a fast-paced multitasking regulatory, technical and administrative environment. Strong ability in creating and developing Standard Operating Procedures and Knowledge Base Articles. Strong follow-up and possesses teamwork skills. Good typing skills with a minimum of 45-55 wpm required. General understanding of terminology, concepts, principles and issues. Extreme confidentiality in all matters relating to the position, including but not limited to performance, development needs, personnel actions and departmental objectives. Impact You'll Make Identifying and leveraging opportunities to accelerate results and build capability by assigning tasks and decision-making responsibilities to individuals or teams with clear boundaries, expectations, support, and follow-up. Identifies opportunities to share responsibility Clarifies performance expectations Provides support without removing ownership Involves others in agreement Stays informed Providing feedback, instruction, and development guidance to help others excel in their current or future responsibilities planning and supporting the development of individual skills and abilities. Clarifies performance Provides timely feedback Conveys performance expectations and implications Evaluates misalignment Facilitates development Fosters developmental relationships We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law. TransUnion's Internal Job Title Associate Lead, IT Support