Service Desk Team Lead at International Rescue Committee

Responsibilities of the Process:

• Measure, monitor, and work to drive down incident levels.
• Monitor call queues and address backlog technically and appropriately.
• Monitor service desk performance and analyze data on important measures (e.g., first call resolution, response times, customer satisfaction) and share findings with the manager and collaborators.
• Perform Incident and Request Queue Management and assign the tickets as appropriate.
• Conduct quality evaluations of the service provided to ensure exceptional standards.
• Team Monitoring:
• Work directly with the team to achieve expected performance and provide follow-up and development to team members.
• Guide, mentor, and train service desk team members by creating an environment that promotes performance, quality, empowerment, integrity, and extraordinary customer service.
• Communicate team goals and identify areas for new training or skill checks.
• Lead workforce for the team, including coverage for vacations and holidays.
• Conduct biweekly one-on-ones with each team member.
• Provide feedback and coaching sessions to the team.
• Process all disciplinary actions.
• Conduct regular check-ins and Performance Reviews.
• Day-to-day Activities, but not limited to:
• Find opportunities to improve support procedures, tools, and user satisfaction, aligning service delivery with organizational goals.
• Contribute to the success of the business and assist in improving the overall customer experience within the team.
• Provide feedback to improve work performance and customer satisfaction.
• Assist management in establishing, maintaining, and continuously improving operational processes, policies, and procedures.
• Handle the most complicated customer inquiries or complaints by advancing them.
• Address advanced technical issues and work closely with IT teams to ensure that issues are resolved quickly and effectively.
• Research, resolve, and respond to complex questions received regarding blocking issues by current standards.
• Attend all operational and project (ad-hoc) related scheduled meetings as required.
• Provide timely, consistent, and high-quality support for technical issues to enhance end-user satisfaction.
• Actively participate in technicians' recruitment process.
• Conduct problem meetings to research problems, identify solutions, and document those solutions.

Requirements:

• Personal Competencies
• Capacity for Planning and Organizing.
• Attitude that prioritizes the needs of the customer.
• Self-motivated, driven by achieving goals.
• Adaptability: Ability to adapt to changing circumstances or environments. Show the ability to learn from experience and improve the fitness of the learner as a competitor.
• Ability to inspire, guide, and influence the team toward achieving goals. Superb interpersonal skills are vital to interact effectively with customers and employees of all levels within the organization.
• Effective Communication skills.
• Capable of making advised, confident decisions, sometimes under pressure, while considering the team's input.
• Quick to identify and address challenges that the team may face, showing both analytical skills and creativity to find effective solutions while balancing short-term and long-term impacts.
• Recognizing and managing one's own emotions while understanding and responding to the emotions of team members, fostering a supportive environment.
• Able to manage one's own time and help the team stay on track, setting clear priorities and deadlines.
• Committed to developing team members' skills, and providing guidance, feedback, and support to help them reach their potential.

Technical Competencies:

• Academic:
• Bachelor’s degree or equivalent experience in Information Technology (IT), Computer Science, Information Systems, or a related field is usually preferred.
• ITIL Fundamental vr4 Certification.
• MS 0365 Fundamentals (desirable).
• CompTIA A+ (desirable).
• HDI (Help Desk Institute) Certifications (desirable).

Experience:

• Proficiency with Microsoft Office products, including Microsoft Word, Outlook, PowerPoint, Project, and Excel.
• 2-4 years of Technical Support Experience. Knowledge/Training on standard methodologies or IT frameworks, such as ITIL (Information Technology Infrastructure Library).
• 1-2 years of experience managing groups of 5+ related to the Service Desk industry.
• Experience with the most common critical metrics.
• Advanced knowledge of Active Directory, network-shared printers, and drive experiences.
• Demonstrating in-depth knowledge of support experience with Office 365, Security, anti-virus tools, Azure environment, and Security.