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Growing IT Consulting company is seeking a Service Desk Team Lead to join their team!

RESPONSIBILITIES

  • Lead the day-to-day operations of the Service Desk
  • Act as a technical escalation point for the Service Desk
  • Ensure established SLOs and KPIs are met across the remote support channel
  • Train, coach, and mentor service desk staff to improve their technical knowledge and customer service skills
  • Assign incoming tickets to the appropriate resources based on skillset, availability, and workload
  • Collaborate with team members to ensure high-priority tickets are resolved efficiently and accurately
  • Establish best practices through the remote support channel
  • Perform ticket deep dives for quality assurance and to ensure established procedures are being followed

REQUIREMENTS

  • 5+ years minimum professional experience working for an IT consulting firm
  • Microsoft Windows Server & Microsoft Exchange Server
  • Experience with Hyper-V and VMware environments
  • Microsoft Office 365 and Azure
  • Active Directory, DNS, DHCP, VPN, LAN, WAN, VLAN
  • Firewalls and VPN’s
  • Veeam Backup & Replication experience
  • Solid technical background with excellent customer service skills as well as time management acumen
  • Possess the ability to market our services as well as support our client technically
  • Ability to lift, carry, and move all components of PC’s, Servers, network equipment, etc.
  • Servers and Network Equipment
  • Clear driving record
  • S. Citizen

BENEFITS

  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Vision insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Tuition reimbursement


    • Location: Anywhere
    • Date posted: