Service Desk Team Lead

Title: Service Desk Team Lead

Location: Remote (US-based)

Due to a reorganization, we have an exciting internal vacancy opportunity to manage US Service Desk operations in a fast-paced environment, where no two days are the same. Further information on this role is detailed below:

Position Overview: The Service Desk Team Lead is responsible for overseeing the day-to-day operations of the remote US Service Desk team to ensure the Company’s contractual commitments, service goals, and timelines are consistently met. This role provides first-level leadership and support for IT systems across the Company’s client environments.

FLSA Status and Hours:  This is a remote, full time, salaried, non-exempt position working 40 hours a week on the Service Desk's schedule which will include working weekends and covering shifts when required.

Responsibilities:

• Oversee call center operations, including incident management, quality assurance, and tier escalation for all supported channels such as phone, email, chat, and self-service. Monitor Service Desk request trends and produce analytical reports.
• Deliver first-tier technical support and collaborate with the VP, US Operations to organize and maintain the U.S. Service Desk operational schedule.
• Maintain constant availability to address urgent matters as they arise.
• Lead staff development through coaching, mentoring, and training sessions. Direct the creation and management of training policies and procedures for Service Desk personnel.
• Fill in for shifts as needed to cover for team absences due to illness or scheduled leave.
• Uphold and champion the ServiceTec "culture of service" in all professional interactions.

Qualifications:

• College diploma or university degree in the field of Computer Science, Information Technology, or related field and 3-5 years equivalent work experience
• Proven experience with ticketing applications and providing level 1 or 2 support to a large business or organization (1000+ employees)
• Experience working in airports is preferred, but not a requirement

Knowledge/Certification in the following systems is advantageous:

• Server/domain controller/storage array systems
• Desktops and PC hardware
• Installing/configuring printers
• Microsoft Operating Systems
• Certified in at least of the following areas: A+, Net+, or Security+, or equivalent as deemed acceptable by ServiceTec
• ITIL Foundations training/qualifications advantageous
• PCI DSS Compliance certification preferred
• Experience of all above within a site-based customer service environment

Benefits:

• Excellent healthcare benefits: Medical and Dental
• 401K including an employer match
• Paid time-off and sickness leave
• Paid Military Leave

ServiceTec Culture: We’re a people-oriented company.  We value our employees, believing they should be treated fairly, with courtesy and respect. We believe people work better when they feel supported and know that there is a team behind them. We nurture talent and our philosophy is to promote from within if at all possible. We consistently recognize those employees who go "above and beyond.”

ServiceTec International, Inc. is an Equal Opportunity Employer and will comply with all applicable local, state, and federal statutes concerning equal employment opportunity with regards to all employees whether full time, part time, casual, temporary, and seasonal or contract. ServiceTec will not discriminate on grounds of sex, trans-gender status, sexual orientation, religion or belief, marital status, civil partnership status, age, race, ethnic origin, color, nationality, national origin, disability or on other grounds not prohibited by legislation. This policy applies to the process of recruitment and selection (both internal and external), promotion, training, conditions of work, pay and benefits and to every other aspect of employment, including general treatment at work and the processes involved in the termination of employment.