Service Desk Team Lead
SCHAUMBURG-60168, IL, US
05/25/2019
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Required Skills
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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