Service Desk Team Lead.

Job Objective: 

The Service Desk Lead (SDLEAD) main role is to coach, train, and supervise a team of Service Desk Analysts. The SDLEAD will provide the team with leadership and constant coaching to ensure best practices within the team, team development, and the expectations and goals achievement.  

The SDLEAD should handle critical customer incidents, associated with customer communication, activities, and any appropriate escalations, providing information about incidents analysis and KPIs to the Service Desk Supervisor (SDSUP). The SDLEAD 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. 

1. Responsibilities of the Process: 

1. Team Monitoring: 

1. Measure, monitor, and work to drive down incident levels. Ensure that the Service Desk actively participates in improving the usability and reliability of Auxis services. 

1. Daily Monitor team´s KPIs.  

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

1. QA evaluations for the team. 

1. Team development 

1. Work directly with his team to achieve expected performance, and provide follow-up and development to his/her team members. 

1. Lead and motivate staff by creating an environment that promotes performance, quality, empowerment, integrity, and extraordinary customer service.  

1. Communicating team goals and identifying areas for new training or skill checks. 

1. Workforce management for the team including coverage for vacations and holidays. 

1. Biweekly one on ones with each member of the team. 

1. Provide feedback and coaching session to the team. 

1. Process all disciplinary actions. 

1. Day-to-day Activities 

1. Help the SDS identify and implement improvements to the Service Desk incident logging system to provide a more effective and efficient service to customers. 

1. Contribute to the success of the business and assist in improving the overall customer experience within the team. 

1. Provide feedback to SDSUP, and SD Analysts to improve work performance and customer satisfaction. 

1. Assist SDSUP in establishing, maintaining, and continuously improving operational processes, policies, and procedures. 

1. Directly handle the most complicated customer inquiries or complaints, before escalating to SDS/SDM 

1. Perform deep dive analysis on tickets when an escalation is received. 

1. Working closely with and in support of the IT Service Desk, Engineering, and DT team members. 

1. Researching, resolving, and responding to complex questions received via escalations by current standards.  

1. Attend all operational and project (ad-hoc) related scheduled meetings as required. 

1. Requirements: 

1. Personal Competencies 

1. Committed to the organization.  

1. Capacity for Planning and Organizing. 

1. Customer-oriented.  

1. Results-oriented.  

1. Adaptability: Ability to adapt to changed circumstances or environment. Show the ability to learn from experience and improve the fitness of the learner as a competitor.  

1. Schedule flexibility. 

1. Integrity  

1. Proven ability to effectively lead through change. 

1. Excellent interpersonal skills are necessary to interact effectively with customers and employees of all levels within the organization. 

1. Team developer.  

1. Technical Competencies 

1. Academic 

1. English – Spanish Language (Oral and writing 90 % or higher), (C1+ or above). 

1. Bachelor’s degree in a related field in progress or equivalent experience. 

1. ITIL Certification (desirable) 

1. 0365 Fundamentals (desirable) 

1. Experience  

1. Proficiency with Microsoft Office products, including Microsoft Word, Outlook, PowerPoint, Project, and Excel. 

1. 2-4 years of Technical support Experience Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library). 

1. 1-2 years of experience managing groups of 5+ related to the Service Desk industry. 

1. Experience with the most common KPIs  

1. Advance knowledge of Active Directory, network-shared printers, and drives experiences.