Service Desk Pod Lead

Position Overview

As a Service Desk Pod Lead, you will lead, coach, mentor, train, manage, and hold accountable a team of Service Desk Technicians and Engineers who operating the first line component of the Service Desk. You will be responsible for developing a “client first culture” within the Pod. You will also be responsible for the tactical performance of the Pod, including monitoring ticket escalation, prioritization, and load balance.  

Essential Duties & Responsibilities:

• Effectively manage, develop, and train a Pod of technicians and engineers dedicated to delivering excellent support of our clients 
• Ensure that the Pod delivers an exceptional client experience 
• Contribute to and deliver improvements that support the continuous improvement of processes and controls within the Pod 
• Handle questions on escalation/assistance requests for the Pod 
• Enforce operational/procedural responsibilities 
• Lead – and be accountable for  - client communications during service issues and ensure proper communication cadence is carried out by the Pod 
• Serve as the primary QA for all SLA and service delivery items for respective Pod 
• Provide quality control for ticket handling and ticket resolution/work being done while Reviewing/Approving Timesheets for Pod members 
• Hold one-on-one meetings with Pod members
• Leads a cadence of Pod meetings for Pod members to discuss client hurdles, upcoming client events, and participate in client communication training 
• Undertake any other duties of a similar level and responsibility as may be required 

Preferred Skills:

• At least four years of technical experience strongly preferred 
• At least two years of previous leadership experience 
• Knowledge and experience delivering best practice in client service and/or service management 
• Experience working accurately and confidently with Service Desk tools and technology 
• Ability to manage, coach, and develop the Pod members 
• Ability to communicate openly and effectively with management, internal team, and clients 
• Ability to use initiative and diagnose problems without referral 
• Possess strong professionalism and people skills with an emphasis on customer service 
• Ability to understand business objectives and translate them into technical requirements and solutions 
• Demonstrates leadership competency to manage a Pod of technicians and engineers, establish priorities, and adapt to changing conditions 
• Able to manage time effectively while setting the tone of the Pod through modeling and leadership
• Share our values: growth, relationships, integrity, and true grit 

What's in it for You?

• Opportunity to work with a rapidly expanding tech company
• Opportunity to work with cutting-edge technology in a casual, fun environment
• Opportunity to be a part of a local company committed to making a difference in our community
• Flexible schedule and paid time off
• Competitive salary and benefits package including health, vision, dental, and life insurance