IT Support Team Lead

TEKsystems•Berwyn, IL

5d•$32 - $37•Remote

About The Position

Reporting to the Sr Manager IT Support, this position has the primary responsibility of ensuring the Support Desk team is focused on the appropriate priorities to deliver excellent technical support to the business. Additionally, this position facilitates communications in escalation situations, performs quality assurance activities and assists Sr. Manager with analysis of ticket data.

Requirements

Customer service
Servicenow
Help desk
ticket management
ticket queue
pos
Technical support
Service desk
Troubleshooting
ITSM
Helpdesk Team Lead

Responsibilities

Responsible for ensuring Support Desk team members are focused on the prioritized activities (inbound, priority or aging incidents) throughout the business day to ensure the highest level of support to the business.
Provide coaching and feedback to Support Desk members.
Review tickets for accuracy, concise details and overall quality.
Provide input to Sr Manager regarding Support Analyst troubleshooting and ticket quality allowing for a more thorough development of the associate by the Sr Manager.
Manage communications related to escalations (P1 or issues with extended resolution times) ensuring clear updates on status and next steps are being provided on a timely basis.
Engage Sr Manager on escalations that may require their involvement.
Verify thoroughness of troubleshooting prior to ticket escalation to Level 3 IT or the scheduling of a 3rd party service provider.
Engage Level 3 IT teams about aging open issues in their queues on behalf of the client.
Participate with project teams to develop support knowledge in the IT Support Desk regarding new/emerging technology being deployed within the business.
Assist Sr Manager IT Support with analysis of tickets to identify root causes of trends or areas of support that can be better supported by Support Desk team.
Publish daily report regarding Support Desk KPI’s.
Validate accuracy of shop invoices for hardware and service tech visits by 3rd party service providers.
Other duties as assigned.