Company Overview
[$COMPANY_OVERVIEW]
Role Overview
We are looking for a highly skilled and motivated Service Desk Team Lead to oversee our remote service desk operations. In this pivotal role, you will be responsible for leading a team of support analysts, ensuring exceptional service delivery and customer satisfaction while driving efficiency and continuous improvement in our service desk processes.
Responsibilities
- Lead, mentor, and develop a team of service desk analysts, fostering a culture of excellence in customer service and technical support
- Oversee daily operations of the service desk, ensuring timely resolution of incidents and requests in accordance with established SLAs
- Implement and monitor key performance indicators (KPIs) to measure team performance and identify areas for improvement
- Act as the primary point of escalation for complex technical issues, providing guidance and support to team members
- Collaborate with IT and cross-functional teams to identify recurring issues and develop long-term solutions
- Conduct regular team meetings and one-on-one sessions to ensure open communication and address team challenges
- Participate in the development and implementation of service desk policies and procedures to enhance operational efficiency
Required and Preferred Qualifications
Required:
- 5+ years of experience in IT support roles, with at least 2 years in a leadership position
- Proven track record of managing service desk operations in a fast-paced, remote environment
- Strong knowledge of ITIL best practices and service management frameworks
- Experience with ticketing systems (e.g., ServiceNow, JIRA) and remote support tools
- Exceptional problem-solving skills and the ability to manage conflicting priorities
Preferred:
- IT certifications such as ITIL Foundation, CompTIA A+, or similar
- Experience in a specific industry relevant to [$COMPANY_NAME] (e.g., finance, healthcare, technology)
- Familiarity with cloud technologies and infrastructure
Technical Skills and Relevant Technologies
- In-depth understanding of desktop and server operating systems (Windows, MacOS, Linux)
- Familiarity with hardware troubleshooting and configuration
- Knowledge of networking concepts and protocols (TCP/IP, DNS, DHCP)
- Experience with remote desktop tools and collaboration platforms
Soft Skills and Cultural Fit
- Excellent verbal and written communication skills, with a customer-centric approach
- Strong leadership qualities, including the ability to inspire and motivate team members
- Ability to work collaboratively in a remote environment, fostering teamwork and engagement
- Adaptability and resilience in the face of challenges and changes
Benefits and Perks
Annual salary range: [$SALARY_RANGE]
Additional benefits may include:
- Comprehensive health insurance plans
- 401(k) retirement plan with company matching
- Generous paid time off and holiday schedule
- Professional development and training opportunities
- Remote work flexibility and a supportive team culture
Equal Opportunity Statement
[$COMPANY_NAME] is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law.
Location
This is a fully remote position.