< Div><P> The primary purpose of the Service Desk Lead is to oversee and manage the workload and all aspects of the Service Desk.
They are directly responsible for providing leadership to the technicians and dispatchers.
The Service Desk Lead is also the point of contact for escalations and provides senior level technical guidance and support to the internal team as well as acts as the frontline voice to the client’s key contacts.
The Service Desk Lead partners with external vendors to ensure that both the client and our teams are getting what we need to resolve issues.< /p><P>The Service Desk Lead creates, refines, monitors, and performance manages the creation and dispatch of on-site request work orders leveraging both internal and external teams to facilitate the work.< /p>This role is critical to the success of the Service Desk pillar of the business and must have strong attention to detail, follow-through, responsiveness, and leadership qualities.
They report to senior management the performance of the service desk and directly manage, mentor, and coach the Support Specialists and Dispatchers.< P><B>Requirements< /b></p> <P><B> Responsibilities</b> </p><P> </p><Ul> <Li>Management, leadership, and mentoring of Support Specialist ensuring standards are being met and process is being followed< /li><Li> Primary point of contactfor escalations from Support Specialists and Dispatchers< /li><Li> Management, refinement, and creation of standard operating procedures, checklists, and other documentation ensuring our work product is consistent and meets or defines company standards< /li><Li> Monitor and manage service desk metrics using the dashboards and other tools to ensure we are hitting our goals< /li><Li> Daily monitoring and tracking of tickets, reporting dashboards, and other mechanisms to ensure timely responses and resolution< /li><Li> Ensuring client facing responses and resolution reports are delivered on time and according to Cerge standards and client SLAs.
Partners with the Business Manager to build and maintain a client-based SLA matrix< /li><Li> Act as a point of escalation for the internal team, Cerge clients, and third-party vendors.< /li><Li> Leadership of Team Huddles, addressing any gaps and surfacing issues and questions immediately to ensure ticket movement on a day-to-day basis.< Ul><Li> Fielding requests and escalations from the team and providing resources to move requests forward.< /li><Li> Actioning post huddle recaps as provided by the dispatchers.
Ensuring items are closed up and reported back by way of the SDOps channel and pursuant huddles.< /li><Li> Identifying needs (e.G.,documentation, process) which would support the team.< /li></ul> </li><Li> Partner with the Business Manager on procurement requests within tickets:< Ul><Li> Validate specification requirements.< /li><Li> Verify all quotes, both internal and external for accuracy on specifications and pricing prior to being sent to the client.< /li><Li> Identify equipment requirements partnering with our internal teams and the client.< /li></ul> </li><Li> Management of on-site requests:< Ul><Li> Ensure on-site visit requirements are clearly defined in the ticket.< /li><Li> Create internal and external work orders that are clearly defined and checklist driven ensuring our success< /li><Li> Ensure internal resources are provided clear instructions and checklists to complete work in a thorough way minimizing return visits or missed items< /li><Li> Accounting and reportingof any costs in partnership with the Business Manager< /li><Li> Maximize efficiency of on-site visits by grouping tickets by geography and client.< /li></ul> </li><Li> Monitoring and responding to communication in business-critical channels and platforms such as Teams, e-mail, text messages and phone calls.
These may be after normal business hours< /li><Li> Serve as a first level escalation point of contact for weeknight and weekend coverage team, answering questions, fielding escalation requests, and managing shift changes.< /li><Li> Coverage of the Service Desk during weeknights and weekends as scheduled along with incident management during off-hours as needed.< /li><Li> Overflow ticket handlingto cover gaps where necessary.< /li><Li> Monitor, manage and define Service Desk metrics:< Ul><Li> Provide feedback, surface concerns, and build better processes.< /li><Li> Work to coach and develop Support Specialists and the Dispatchers< /li><Li> Monitor and discuss Service Desk performance, specifically key KPIs.< /li></ul> </li><Li> Partnership with ProjectManagers to ensure proper balancing of Support Specialists’ workload when cross functional roles require support both on tickets and projects.< /li><Li> Build, develop and implement team trainings< /li><Li> Other tasks and responsibilities as assigned.< Br></li> </ul><P> <B>Requirements< /b></p> <Ul><Li> 5+ Years of Service Deskexperience with a track record of performance< /li><Li> Broad technical skill set with experience supporting numerous technologies< /li><Li> In-depth knowledge of Windows Desktop and Server Operating Systems and Apple Desktop and Mobile Operating Systems< /li><Li> Networking basics and understanding of VLAN’s, Firewall Rules, VPN and IDS/IDP< /li><Li> Must be able to work an average of 50 hours per week< /li></ul> <P>Must be able to remain in a stationary position for 60-80% of the time working at a computer and using a phone< /p><P>< B>Competencies< /b></p> <Ul><Li> Excellent communication skills and ability to guide and direct people< /li><Li> Excellent organization skills and the ability to manager numerous competing priorities< /li><Li> Experience in strategic planning, risk management and change management< /li><Li> Strong attention to detail, highly organized, and able to thrive in a dynamic business environment< /li><Li> Excellent decision-making and leadership capabilities< /li><Li> Self-starter and able towork autonomously most of the time< /li></ul> <Ul><Li> Good negotiation and influencing skills, able to access different aspects of situations, gathering and preparing information to successfully guide a positive outcome< /li><Li> Must have an adaptive work style, be flexible and able to cope with differing Client approaches and manners< /li><Li> Strong communication skills across all mediums, able to convey complex information in a logical and easy-to-understand style< /li></ul> <P><B> Benefits</b>< /p><Ul> <Li>A selection of Medical/Dental insurance options through our TriNet benefits HR administrator< /li><Li> 401(k) plan administeredby TransAmerica< /li><Li> Vacation time</li> <Li>Computer provided< /li><Li> Cell phone/Internet stipend< /li></ul> </div>