Service Desk Team Leader

The Service Desk Team Leader provides Tier 1 and Tier 2 support, troubleshooting complex hardware, software, and application issues, including voice communications, network connectivity, and remote access. This role involves identifying root causes, communicating solutions to users, and supporting L1 and L2 agents. Success requires strong problem-solving and analytical skills, ensuring timely resolution of challenging incidents.

Must Have

• Provides Tier 1 and Tier 2 support
• Troubleshoots and resolves complex issues
• Supports maintenance of hardware/software, client propriety, COTS and Unisys applications
• Assists with resolution of issues with voice communications, voicemail systems, network connectivity, printing, and remote access
• 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 in ongoing day to day questions
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents
• High School Diploma or GED required
• Generally, 2-4 years’ experience in area of responsibility

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:

• High School Diploma or GED required
• May require technical certification or Associate Degree
• Generally, 2-4 years’ experience in area of responsibility