Managed Services - Team Lead, Service Desk
Company: Converge Technology Solutions
Location: Houston
Posted on: April 17, 2024
Job Description:
Position Title: Team Lead, Service Desk
Position Location: On-Site in Houston, TX -
Job Summary: -
Manage a team of service desk consultants to ensure optimal and
exceptional delivery and control with the objective of achieving or
exceeding customer service level agreements (SLA's) in the most
cost-effective manner.
Essential Functions:
- Manages customer satisfaction and retention of clients by
improving customer service of team.
- Manages the team's achievement of customer SLA's.
- Provides customers with expert advice/input.
- Communicates operational issues and relevant business
information to team.
- Participates in interviews and makes appointment
recommendations and facilitates vesting of new employees.
- Performance management - contracts performance expectations
with team members and conducts regular performance review
discussions.
- Facilitates personal development of team members: Determines
baseline performance and identify development gaps; coaches'
technical skills of subordinates; facilitates development and
implementation of Development Packs; Identifies teams' development
priorities / training needs & solutions.
- Motivation. Ensure staff well-being; facilitates effective
teamwork and conflict handling.
- Facilitates implementation of change through support and
implementation of change initiatives.
- Capacity management: Day-to-day service desk people capacity
planning, scheduling, coordinating of activities & resourcing
(incl. leave planning and training of the appropriate skills to
enable delivery).
- Objective setting for team: Facilitates clear understanding of
individual responsibilities; assigns work to individuals and sets
priorities (day to day); sets deadlines and standards for
performance.
- Operational performance monitoring: monitors team's
productivity and operational performance and takes rectifying
action if required (focus on analyze trends and issues and
developing solutions).
- Process improvement: Improves the efficiency of processes and
procedures within the framework of the generic process.
- Compliance management: Implements and executes the governance
framework; ensures effective use of integrated corporate tools; and
manages compliance to processes, procedures, and
standards.
- Team risk management: Identifies challenges and risks (people
and business).
- Liaise with stakeholders outside the team to ensure alignment
and to address and improve escalated operational issues.
- External: Liaises with customers to address operational
issues.
- Internal: Ensures service line engagement and
integration.
- Implements a governance framework internally and
externally.
- Acts as a project resource for changes in the services
supported.
- In the absence of SD Operations Manager takes over all duties
as required.
- Other duties as assigned.
-
Required Skills/Abilities/Competencies:
- Excellent verbal and written communication skills.
- Ethical and Critical Thinking.
- Excellent interpersonal and customer service skills.
- Excellent sales and customer service skills.
- Excellent organizational skills and attention to
detail.
- Excellent time management skills with a proven ability to meet
deadlines.
- Strong analytical and problem-solving skills.
- Strong supervisory and leadership skills.
- Ability to prioritize tasks and to delegate them when
appropriate.
- Ability to function well in a high-paced and at times stressful
environment.
- Proficient with Microsoft Office Suite or related software.
-
Education and Experience:
- 1.5 years' experience in a Service Desk environment.
- Experience as a Backup Team Leader is an advantage.
- Desktop support environment Proven track record, knowledge, and
experience of a service desk/desktop environment.
-
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a
computer.
- Must be able to lift up to 15 pounds at times.
Converge Technology Solutions provides equal employment
opportunities to all employees and applicants for employment and
prohibits discrimination and harassment of any type without regard
to race, color, religion, age, sex, national origin, disability
status, genetics, protected veteran status, sexual orientation,
gender identity or expression, or any other characteristic
protected by federal, state or local laws. This policy applies to
all terms and conditions of employment, including recruiting,
hiring, placement, promotion, termination, layoff, recall,
transfer, leaves of absence, compensation and training.
Other details
Job Family
Services
Pay Type
Salary
Keywords: Converge Technology Solutions, Beaumont , Managed Services - Team Lead, Service Desk, Other , Houston, Texas
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