It Service Desk Lead

Company Overview

If you have a background and skill set for IT and a determined mindset to overcome any obstacle, you’ll enjoy being part of TeamLogic IT. Our team exhibits a deep-seated need to expand boundaries, flex know-how and resolve challenges with smart solutions. That’s a good thing since technology is always advancing, creating an environment that’s fast-paced and dynamic. When you work for a local office, you’re part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.

Summary

The IT Service Desk Lead ’s role is to ensure system operation and functionality so that end users can accomplish business tasks. The objective of the IT Service Desk Lead will be to ensure the Service Desk team responds to support requests in a timely manner, be the next level escalation point, be an active Help Desk technical support member and ensure the satisfaction of the end-user, among other technical duties.

The IT Service Desk Lead will have Senior IT Technician experience at an MSP, and is expected to display good interpersonal skills as they interact with colleagues, executive levels, and customers daily.

Projected career path is to become the Service Desk Manager.

Service Desk Lead Responsibilities:

• Mentor Help Desk tech team and manage the Service Desk ticket queue
• Resolve majority of escalated tickets
• Configure and troubleshoot Windows Servers
• Setup and troubleshoot firewalls such as SonicWall, Fortinet
• Configure and troubleshoot network and VPN issues
• Prioritize incidents and service requests according to defined processes to meet defined SLAs
• Use remote tools and diagnostic utilities to aid in resolving support requests
• Ensure updated documentation of procedures and knowledgebase
• Maintain updated knowledge of cybersecurity
• Establish good relationships with all departments and colleagues.

Service Desk Lead Requirements:

• College diploma/ degree in the field of Computer Science and/or 5 years equivalent work experience
• Extensive experience with Windows, Mac, Server 2019
• Good knowledge of networking
• 3 years MSP experience being a technical lead and managing Service Desk ticket queue
• Valid Driver License, vehicle and ability to drive to customer locations when required
• CompTIA Server+, Network+