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IT Support Team Lead

Company Overview

Our passion is providing Americans and veterans in rural communities stable and rewarding IT careers. Our purpose is bettering their lives and enriching the communities where they live, while helping Fortune 2000 companies achieve success.

Job Summary

The IT Support Team Lead is responsible for maintaining a strong customer relationship and professional environment by providing leadership to the team. This individual monitors all applicable Service Levels to ensure the team meets its goals. They will use their unique experience and problem solving skills to provide solutions to each possible issue. The IT Support Team Lead will work directly with their manager to build and maintain any reporting required by the customer.

Responsibilities and Duties

  • Monitors the day-to-day activity on the desk and manages/coordinates the work of the team
  • Supports agents on difficult tasks
  • Provides a solution-oriented ownership of problems through to completion
  • Develops, implements and maintains processes according to client needs
  • Provides on-going coaching/training/mentoring for team members
  • Collaborates with all management to ensure that all performance measures are met
  • Works with the Service Desk Manager to provide staffing coverage to accommodate call volume. 
  •  Assists with documenting new issues presented by the client
  • Actively seeks ways to add value to the client relationship
  • Participates in maintaining continuous improvement Level 1 projects to add value to the client
  • Participates in project meetings for ongoing and new initiatives involving the team
  • Participates in client update meetings, as necessary, providing commentary and analysis of ticket data and support trends
  • Ensures the completion of the required Quality Assurance process
  •  Participates in required training for both technical and interpersonal skills

Qualifications and Skills

  • In-depth knowledge and experience working in an IT support service center
  • Experience in supporting client business processes
  • Demonstrates a critical thinking and problem solving mentality
  • Possesses good communication skills, both verbal and written. Able to articulate complex issues clearly and concisely
  • Ability to build and maintain positive customer, employee, and peer rapport
  • Is an analytical thinker with the ability to produce useful metrics • Ability to build and motivate a team
  • Ability to build and motivate a team
  • Ability to communicate effectively to a variety of audiences, both internal and external
  • Ability to organize self and others. This includes effective scheduling, prioritization, and time management skills

Previous Experience:

  • At least one year of experience as a high-functioning member of a service desk team

Other Qualifications:

  • Self-motivated, natural problem solver
  • Strong dedication to quality customer service with the ability to understand clients’ needs and concerns
  • High standards of personal integrity
  • Drives for results – Commits to making things happen
  • Open to new ideas – Builds partnerships for knowledge sharing

Benefits and Perks

Onshore Outsourcing benefits include: Paid vacation, Health Insurance, 401K, Life Insurance, Casual dress code, Community Outreach Program, Onsite special events, Discounted Health Club memberships, and more! 

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