Address
Form of work
SalaryKey Concepts Knowledgebase, LLC., is seeking a Desk Support Team Lead for a project at a NIH. The successful candidate will work with our IT managers, engineers, technicians, and the client to ensure the expectations of both parties are fulfilled in a timely, cost-effective manner.
The Desk Support Team Lead responsibilities are as follows:
Assist the desktop manager in all service desk activities as requested or identified in the scope of work.
Monitoring of service desk technicians daily to ensure all SLA and service desk contractual agreements are met.
Assist technicians with troubleshooting various Tier II issues to reduce the number of incident escalations.
Provide Manager with weekly statistical reports with data visualization on the status of the service desk.
Documentation of problems and assist in determination of Root Cause Analysis (RCA) with the problem resolution team.
Assist in the development of operational procedures to improve customer satisfaction and program efficiency.
Work with the service delivery Team Leads daily to assign work to customer service representatives and effectively categorize tickets based on the urgency, business impact and resources available.
Monitor the performance of all technicians to ensure productivity and report on any inadequacies which may require additional training, special tools, or disciplinary action.
Provide relevant authority with recommendations via reports for training necessary to improve the overall performance of the Customer Service Representative.
Monitor the service delivery program for surges via ticketing statistics and inform the manager if additional resources are required.
Qualifications:
Knowledge, Skills and Abilities:
Must be detail-oriented, organized, and can work under tight deadlines.
Should have extensive experience in the IT service delivery environment as a Desk Support Supervisor or held a Tier II position with a large IT Service Support organization for 5+ years.
Have very good analytical troubleshooting skills in IT help desk support at a Tier II level.
Have working or similar knowledge of the following application and tools: (Microsoft Office 365 and its popular apps, Adobe, ServiceNow/Remedy, VDI systems, Call center tools, VPNs, SPOK, BeyondTrust Secure Remote Access, JAMF Apple management and Symantec Management Console.)
