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Service Desk Team Lead
Ref No.: 17-03842
Location: Schaumburg, Illinois
Position Type:Contract to hire
Pay Rate : $ 20.00 - 25.00 /Hour
SERVICE DESK TEAM LEAD
A local professional services company is actively seeking an experienced Service Desk Team Lead to join their organization.  As Service Desk Team Lead, you will be acting as the right-hand-man of the Service Desk Manager.  Should be comfortable acting as the escalation point for your team and be the comfortable dealing with clients when needed.  The ideal Service Desk Team Lead will still be hands-on and intuitive, solution-oriented, an independent thinker, and not shy with their team (around 10 Help Desk specialists) and upper management.  Excellent communication skills are required.   
 
Responsibilities
Represent the organization well by interacting in a professional, courteous and positive manner with all clients.
Serve as the main escalation point for the Client Support Specialists
Handle escalations from our client contacts
Respond quickly and accurately to all client requests
Understand your level of authority when making commitments with clients
Listen for concerns and identify areas requiring further attention from the management team
Communicate all issues immediately to internal management
Always be aware of and pass on new revenue opportunities
Monitor day to day service desk operations
Monitor ticket queues and ensure tickets are being followed up on per client and agreements
Monitor agent ACD skills and adjust as needed throughout the day to ensure SLAs are being met
Coordinate teammate training with the Client Support Specialists to ensure full coverage for clients during all scheduled coverage hours
Monitor and review daily reports
Monitor agent performance
Monitor calls for all assigned agents to ensure standards are being met
Monitor tickets for all assigned clients to ensure accuracy and quality
Work with all assigned agents to ensure individual KPI goals are being met
Aid in identifying scheduling gaps or areas of improvement
Keep the company agent schedule up to date with all schedule changes and PTO requests
Approve and find coverage for all PTO requests as needed
 
Qualifications
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


Third Party Applications Not Accepted