Service Desk Team Lead

Job Summary

The Service Desk Team Lead will provide professional business and information technology services, both individually and as part of a project team, with a focus on supporting Auxis managed services and infrastructure services clients to ensure high levels of customer satisfaction and productivity. The SDTL should handle critical customers incidents, associated to customer communication, activities and any appropriate escalations; providing information about incidents analysis and KPIs to the Service Desk Manager (SDM). The SDTL must build services relationship with customers and assist the SDM conduct service reviews for key customers, when requested. The SDTL’s main role is to coach, train, and supervise a team of Service Desk Analysts, guided by the SDM, to provide customers with the best service and experience possible. In addition, the SDTL will be responsible for directly providing support to customers, and serve as the Level 2 resource for escalation of customer issues. The SDTL must be able to work in a fast-paced environment with demonstrated ability to juggle and prioritize multiple, competing tasks and demands and to seek supervisory assistance as appropriate.

**Responsibilities**

• Assist SDM to measure, monitor and work to drive down incident levels. This will relate to Product and Customer problems. Ensure that the Service Desk actively participates in improving the usability and reliability of Auxis service
• Promote that practices and processes exist and when it is possible, are standardized and repeatable
• Help the SDM identify and implement improvements to the Service Desk incident logging system to provide a more effective and efficient service to customers
• Contribute to the success of the business and assist in improving the overall customers experience within the team
• Meet goals and KPI’s as set by the Service Desk Manager (SDM)
• Work with SDM to interview and train all Auxis new Service Desk Analyst personnel
• Assist SDM with performance issues to ensure high visibility of team performance, service level compliance, and early identification of issues
• Lead and motivate staff by creating an environment that promotes performance, quality, empowerment, integrity, and extraordinary customer service
• Provide feedback to SDM, and Service Desk Analysts to improve work performance and customer satisfaction
• Assist in establishing effective staff retention and team building protocols to minimize attrition and ensure retention of valued staff members, including implementing effective staff recognition, reward, bonus and incentive programs
• Lead, mentor, and recommend appropriate training for Service Desk Analysts

**Service Desk Operations**

• Assist SDM in establishing, maintaining, and continuously improving operational processes, policies, and procedures

Assist SDM to establish service delivery schedules and manage staff utilization to ensure service level compliance and operational profitability

• Safeguard company assets
• Create practice methodologies, tools and deliverables that represent high value-add repeatable solutions resulting in annuity business
• Directly handle the most complicated customer inquiries or complaints, before escalating to SDM
• **

Incident/Request/Problem/Knowledge Management**

Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate

• Assign tickets to resources based on technology, location, and load
• Escalate tickets as required
• Assign proper priorities
• Discard or cancel tickets that are not required
• Identify reoccurring incidents or situations affecting multiple users and create problems as per ITIL standards
• Perform random checks on tickets to make sure they are closed with the proper comments, root cause and activities done
• Provide expert and creative solutions to user problems in support of Microsoft Windows and Apple Macintosh Desktop environments, including MS Windows and Apple Operating Systems variants, MS Office, General Desktop Applications, etc., to ensure user satisfaction and productivity.
• Your working hours will be in accordance with the normal business hours at the client sites that you are servicing, or on a specific schedule to be determined by the Service Desk Manager
• Providing level 2 support and project-based services to specified clients as required
• Working closely with and in support of the IT Service Desk and Engineering team members.
• Coordinating user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity.
• Researching, resolving, and responding to complex questions received via telephone calls, callbacks, or escalations, and provide support on electronic services, in accordance with current standards.
• Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurat