Service Desk Team Lead

ServiceTec•Herndon, VA

7d•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)
Knowledge/Certification in the following systems is advantageous: 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 is preferred, but not a requirement

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.