Job Details

Service Desk Team Lead

SCHAUMBURG-60168, IL, US
05/25/2019

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Required Skills

    Active Directory
Company

Infinity Consulting Solutions, Inc

Experience

2 to 5 Year(s)

Job Description

SERVICE DESK TEAM LEAD

A growing professional services organization is actively seeking an experienced Service Desk Team Lead to join their team.

The Service Desk Team Lead will assume the shared responsibility for the overall performance of all assigned accounts and acts as an ambassador and single point of contact for the clients and agents.

The Team Lead reports to the Service Desk Manager for guidance and mentoring and informs the Service Desk Manager of critical issues regarding personnel, performance, and client perception, and works closely with co-workers to ensure consistent, high quality, and friendly service is delivered.

The Team Lead's primary responsibilities are to ensure monthly service levels and agent metric targets are being met.

Responsibilities

Undertake primary responsibility for meeting or exceeding service level agreements and objectives for clients

Co-ordinate, assign, mentor and supervise daily work activities of individual Service Desk Agents

Maintain acceptable levels on departmental KPI's and develop Service Desk Agent skills

Review and approve contractor and permanent teammate timesheets and time off requests

Assist with the development and dissemination of processes as they relate to the service desk

Heavily support or take over calls where the Service Desk Agent is struggling and/or client isn't happy

Responsible for reviewing and updating daily/monthly reports as needed

Think strategically to drive efficiency, quality and/or profitability making recommendations to improve performance

Conduct performance appraisals in a timely manner

Monthly teammate one on one meetings

Lead weekly departmental meetings as needed

Provide input on staffing decisions (recruitment, hiring, terminations, etc.)

Meet client service levels for all assigned accounts and monitor team performance daily

Manage contact volume by monitoring, balancing and distributing contacts in queue and minimizing abandons, average speed to answer and long contacts

Maximize staff utilization by managing breaks, use of various Automatic Call Distribution (ACD) states, providing scheduling input and reviewing agent productivity measures

Provide verbal and written feedback to the Client Managers and Service Desk Manager on agent performance (both strong and weak) and proactively communicate issues to management

Review daily reports that highlight long contacts, abandons, negative surveys, after hours and core hour performance and suggest improvements

Act as frontline support for agent escalations

Serve as the backup client contact while the Client Manager is unavailable

Represent the organization in a positive manner through professional, courteous and positive interaction with client operational contact

Respond quickly to any requests urgent in nature, whether during normal business hours or after hours

Listen for concerns both internally and externally and act appropriately

Personally listen to recordings of agent contacts each month and address all calls (good and bad) with the Service Desk Manager

Make recommendations for improvement to the Client Managers and Service Desk Manager

Come up with innovative ways to enhance our training material and delivery for all existing business

Ensure compliance with all Helpdesk Policies & Procedures, including client specific requirements

Requirements:

3+ years of helpdesk experience in a call center environment

2+ years of supervisory or team lead experience within a helpdesk

Strong technical knowledge of Microsoft Office 2010-Office365, Windows 7 – 10, Active Directory, VPN, etc.

IT Certification(s), related course work, or college degree HDI, ITIL, A+

Strong attention to detail

Excellent interpersonal skills

Ability to function well in a team setting

Customer service focused Internally motivated and innovative

Creative thinking and ability to adapt

Strong verbal and written communication skills

Strong professional skills

Understanding of business principles and organizational structure

Ability to function well in high pressure situations


Service Desk Analyst
Information Technology

No Preference
Contract To Hire
Other
1

Candidate Requirements
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Bachelors

Walkin Information
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Recruiter Details
Doug Klares
1350 Broadway, Suite 2205, NEW YORK-10018, NY, US
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