Service Desk Team Lead

This role involves providing Tier 1 and Tier 2 support, troubleshooting complex hardware/software, voice communication, network, printing, and remote access issues. The Service Desk Team Lead will identify root causes, ensure timely solutions, and communicate resolutions to users. They will also support L1 and L2 agents and utilize problem-solving skills to resolve challenging incidents. A diploma or GED and 2-4 years of experience, along with ITIL certification, are required.

Must Have

• Provides Tier 1 and Tier 2 support
• Troubleshoots and resolves complex issues
• Identifies root causes of problems and takes responsibility for timely solution
• Communicates problem, resolution and root cause information to users
• Supports L1 and L2 support agents
• Utilizes problem solving and analytical skills
• Diploma or GED required
• 2-4 years’ experience in area of responsibility
• ITIL certification required

What success looks like in this role:

• Provides Tier 1 and Tier 2 support.
• Troubleshoots and resolves complex issues including:
• Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and
• Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.
• Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
• Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
• Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.

You will be successful in this role if you have:

Diploma or GED required

Generally, 2-4 years’ experience in area of responsibility

ITIL certification required