Service Desk Team Lead
ServiceTec•Herndon, VA
•$65,000 - $70,000•Remote
About The Position
The Service Desk Team Lead is responsible for overseeing the day-to-day operations of the remote US Service Desk team to ensure the Company’s contractual commitments, service goals, and timelines are consistently met. This role provides first-level leadership and support for IT systems across the Company’s client environments.
Requirements
- College diploma or university degree in the field of Computer Science, Information Technology, or related field and 3-5 years equivalent work experience
- Proven experience with ticketing applications and providing level 1 or 2 support to a large business or organization (1000+ employees)
- Experience working in airports is preferred, but not a requirement
- Server/domain controller/storage array systems
- Desktops and PC hardware
- Installing/configuring printers
- Microsoft Operating Systems
- Certified in at least of the following areas: A+, Net+, or Security+, or equivalent as deemed acceptable by ServiceTec
- ITIL Foundations training/qualifications advantageous
- PCI DSS Compliance certification preferred
- Experience of all above within a site-based customer service environment
Nice To Haves
- Experience working in airports
Responsibilities
- Oversee call center operations, including incident management, quality assurance, and tier escalation for all supported channels such as phone, email, chat, and self-service.
- Monitor Service Desk request trends and produce analytical reports.
- Deliver first-tier technical support and collaborate with the VP, US Operations to organize and maintain the U.S. Service Desk operational schedule.
- Maintain constant availability to address urgent matters as they arise.
- Lead staff development through coaching, mentoring, and training sessions.
- Direct the creation and management of training policies and procedures for Service Desk personnel.
- Fill in for shifts as needed to cover for team absences due to illness or scheduled leave.
- Uphold and champion the ServiceTec "culture of service" in all professional interactions.
Benefits
- Excellent healthcare benefits: Medical and Dental
- 401K including an employer match
- Paid time-off and sickness leave
- Paid Military Leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
