Service Desk Lead

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. 

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.  

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 with a minimum of C1 level proficiency in both languages being a requirement). 

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.