Service Desk Team Lead

Job Description:

KEY ACCOUNTABILITIES INCLUDE:

• Service Desk Management
  • Oversee the processing of incoming support requests via ticketing system, phone, and email
  • Establish and enforce service level agreements (SLAs) in consultation with stakeholders
  • Monitor and analyze trends in Help Desk requests to generate reports for decision-making
  • Manage the Service Desk team, including performance evaluations, training, and scheduling
  • Report building experience with PowerBI or Service Desk tools to communicate on trends, aging ticket reports, and trends

• End User Computing Leadership
  • Coordinate and perform hands-on fixes at the client level, including software installation, hardware upgrades, and system configuration
  • Develop and implement end-user training programs to increase computer literacy
  • Oversee the management of end-user devices, including desktops, laptops, and mobile devices
  • Drive the strategy for software deployment and desktop infrastructure improvements

• Team and Process Management
  • Lead and mentor a team of Service Desk Analysts and End User Computing specialists
  • Implement best practices for IT service management, such as ITIL frameworks
  • Collaborate with other IT teams to ensure seamless support across all technology areas
  • Manage projects related to service desk improvements and end-user computing initiatives

• Customer Service and Communication
  • Act as the main escalation point for complex issues and high-priority incidents
  • Ensure high levels of customer satisfaction through effective communication and problem resolution
  • Represent the IT department in meetings with other business units and stakeholders

• Participate in the development of a safe and healthy workplace. Comply with instructions given for their own safety and health and that of others, in adhering to safe work procedures. Co-operate with management in its fulfilment of its legislative obligations.
• Other duties as assigned by management.

REQUIREMENTS:

• Strategic thinking and ability to drive continuous improvement
• Strong customer service orientation and ability to manage stakeholder expectations
• Excellent time management and ability to prioritize in a fast-paced environment
• Analytical skills for interpreting service desk metrics and identifying trends
• Ability to balance tactical support needs with strategic IT initiatives
• Must have advanced, prior "hands-on" experience with O365, Windows OS, and laptop hardware/software.
• Comfortable working with executives in high-pressure IT support issues.
• Ability to support escalations from IT Service Desk and act as 3rd tier resource to resolve issues.
• Never an issue to contact a user directly to find out what exactly might be the problem.
• Monitor checklists from teams to keep systems available before issues occur.
• Hands-on creation of SOPs (Standard Operating Procedures).
• Training the Service Desk provider in new SOPs.
• Communicate to users tips/processes for better engagement and prevent issues from being started.
• Works on project-based initiatives and provides written and verbal status updates to business users/stakeholders.
• 4-5 on-site days in Schaumburg, IL HQ Office

EDUCATION & EXPERIENCE:

Minimum

• Bachelor's degree.
• 3+ years of experience in IT support roles, with at least 2+ years in a leadership position
• Strong technical knowledge of Microsoft Office 365 in hybrid environment, Windows operating systems, Active Directory
• Strong experience in Microsoft Intune and pushing/testing/deployment of software through centralized management technology and processes
• ITIL certification and other relevant IT certifications (e.g., CompTIA A+, Microsoft certifications)
• Excellent leadership, communication, and problem-solving skills
• Experience with ITSM tools and remote support technologies
• Knowledge of end-user device management and software deployment tools
• Continuous learner of new technologies and certified track record of mastering new technologies
• Strong problem-solving and analytical skills
• Excellent communication and documentation abilities

Preferred

• Current industry certifications from Microsoft or Identity certifications
• Experience in a larger IT environment preferred with over 3000 users and multiple domains and O365 tenants
• Security experience with modern end point detection and response tools
• Experience with cloud platforms (e.g., Azure, AWS) and their IAM components

SPECIALIST CERTIFICATIONS:

• N/A

SEKO Worldwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.