Service Desk Team Lead
hace 1 mes
Job Summary:
The Service Desk Team Lead is a pivotal role responsible for providing leadership, coaching, and supervision to our Service Desk Analysts. We seek a highly motivated individual to ensure the team's high-quality service delivery, manage performance, handle critical incidents, and contribute to continuous improvement within the service desk.
**Responsibilities**:
**People Manager**:
- Communicate team goals and identify areas for new training or skill checks.
- Process all disciplinary actions.
- Directly manage and lead a team of Service Desk Analysts.
- Provide coaching, guidance, and ongoing development to team members.
- Foster a positive and collaborative team environment that promotes performance, quality, and customer service excellence.
- Conduct regular one-on-one meetings and performance reviews with team members.
- Organize team-building activities to enhance team cohesion.
**Operations Manager**:
- Collaborate with the Service Desk Supervisor to identify and implement improvements to the incident logging system for enhanced efficiency.
- Contribute to overall business success by improving the customer experience and work performance within the team.
- Provide feedback to the supervisor and SD Analysts to enhance work performance and customer satisfaction.
- Assist in establishing, maintaining, and continuously improving operational processes, policies, and procedures.
- Handle complex customer inquiries and complaints, escalating when necessary.
- Perform deep dive analysis on escalated tickets.
- Collaborate with and support IT Service Desk, Engineering, and DT team members.
- Attend all operational and project-related scheduled meetings as required.
- Ensure that the Service Desk actively participates in improving the usability and reliability of Auxis services.
- Monitor and analyze team Key Performance Indicators (KPIs) on a daily basis.
- Perform Incident and Request Queue Management, ensuring timely and appropriate ticket assignments.
- Conduct quality assurance evaluations for the team.
**Workforce Manager**:
- Manage workforce scheduling for optimal coverage.
- Make recommendations for skill and priority changes.
Skills and Experience:
**Technical **Competencies**:
- Knowledge of or training in best practices or IT frameworks, such as ITIL, with an ITIL Certification being desirable.
- Proficiency in Microsoft Office Suite, including Word, Outlook, PowerPoint, and Excel.
- Advanced knowledge of Active Directory, O365, network-shared printers, and drives.
**Experience**:
- Minimum of 2+ years working experience in technical support.
- Minimum of 2+ years working experience in supervising or managing a technical support team of 5 or more individuals.
- Demonstrated expertise in utilizing and interpreting common Key Performance Indicators (KPIs).
**Education**:
- A university degree in business, management, related field, or equivalent experience.
**Technical Certifications**:
- O365 Fundamentals _(Nice to Have)_._
**Personal Competencies**:
- Excellent written, verbal, and interpersonal skills.
- Commitment to quality results, customer satisfaction, and continuous improvement.
- Self-motivation, independence, and proactive problem-solving skills.
- Strong ability to collaborate within a team environment.
- Adaptability and flexibility.
- Service orientation and active learning mindset.
- Strong decision-making and organizational skills.
- Commitment to ethical standards and organizational policies.
- Demonstrated skill in integrating, developing, and consolidating a successful working team.
**Language Skills**:
- Proficiency in English and Spanish (Oral and writing at 90% or higher), with a minimum of C1 level proficiency in both languages being a requirement.
About Auxis:
Auxis prioritizes employee growth and development to help you advance your career. Auxis’ culture empowers you to be your best in the interest of a common team goal. We are constantly striving to improve our culture and environment and have invested in tools to continue to have better visualization of the pulse of our organization.
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