The Service Desk Team Lead plays a key role in the Trapeze IT Team. The successful candidate will be responsible for managing the day to day activities of Service Desk team members; providing them guidance and direction as needed.
The Service Desk Team Lead focuses on exceptional customer service to our staff by ensuring the timely and complete resolution to the user’s technical needs. Accomplishing this goal is achieved by prioritizing the Service Desk team’s priorities based on client Service Level Agreements (SLAs).
What You Will Be Doing:
Manage the ITSM ticketing solution. This includes creating new automation in the system to provide faster service to staff.
Run reports of CSAT score, SLA results, ticket backlog and other metrics.
Analyze common ticket trends and come up with preventative incident methods.
Investigate solutions for the root cause of Problems.
Ensure Service Desk members are entering time correctly in the ticketing system, as well as troubleshooting steps are taken to resolve an issue.
Research new vendors and negotiate competitive pricing for hardware and software.
Routinely update the Knowledge Base solutions.
Provide leadership to the team for individual development.
Contribute to creating formal policies and procedures to ensure the best productivity.
Review ticket flow and escalation procedures when required.
Send mass communications to staff as necessary regarding major IT issues/events and maintenance/downtime.
Ensure the Service Desk team maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge.
Manage the coordination of computer refresh plans and ensure their standards meet current and future needs.
Point of contact for any escalation issues for the Service Desk team.
Build automated software installers of applications used by staff.
10-15% travel required.
What You’ll Bring to The Team:
Bachelor’s degree or college diploma in Information Technology, Computer Science or equivalent.
5+ years’ experience leading a Service Desk team
ITIL Foundation certification
Strong knowledge of computer hardware PC and macOS.
Experience with desktop and server operating systems, including but not limited to Windows 7, 8.1, 10, Server OS 2012, 2016, 2019 and macOS.
Working knowledge of Office 365, Teams, Exchange, and Active Directory.
Prior experience with a ticket tracking solution.
Experience with iOS and Android troubleshooting.
Ability to operate power tools, to handle other computer components and lift up to 20 pounds.
Experience in vCenter considered an asset.
Strong Leadership and communication skills both written and verbal.
Strong customer service skills.
Time management and organizational skills to optimize workflow.
Ability to remain flexible and adapt to schedules to meet project deadlines. (Be On-call if necessary)
Capability to manage multiple high priority initiatives in a fast-paced technical environment.
Ability to self-manage, ability to successfully process daily queues and resource management without continual oversight from leadership.
What Can We Offer You?
A highly dynamic, innovative, passionate, entrepreneurial team.
Open and inclusive company culture.
Participation in the company success through the Employee Stock Option Plan.
Healthcare Benefits from Day One.
Company Bonus Plan.
Here at Trapeze, we strive to ensure that our employees succeed in all aspects of their career. Our culture provides individuals with the ability and opportunity to collaborate, learn and grow. We encourage our employees to openly contribute ideas, whether you are a student, graduate, or current member of the team. From day one, you will be assigned tasks that are meaningful to both the success of our business and your career development.