Service Desk Lead

Description

Summary: The Service Desk Team Lead provides leadership, coaching, and supervision to Service Desk Analysts, ensuring high-quality service delivery and continuous improvement. Highlights: 1. Lead and mentor a team of Service Desk Analysts 2. Drive continuous improvement in service delivery and customer experience 3. Foster a positive and collaborative team environment Job Summary: The Service Desk Team Lead is a pivotal role responsible for providing leadership, coaching, and supervision to our Service Desk Analysts. We seek a highly motivated individual to ensure the team's high\-quality service delivery, manage performance, handle critical incidents, and contribute to continuous improvement within the service desk. Responsibilities: **People Manager:** * Communicate team goals and identify areas for new training or skill checks. * Process all disciplinary actions. * Directly manage and lead a team of Service Desk Analysts. * Provide coaching, guidance, and ongoing development to team members. * Foster a positive and collaborative team environment that promotes performance, quality, and customer service excellence. * Conduct regular one\-on\-one meetings and performance reviews with team members. * Organize team\-building activities to enhance team cohesion. **Operations Manager:** * Collaborate with the Service Desk Supervisor to identify and implement improvements to the incident logging system for enhanced efficiency. * Contribute to overall business success by improving the customer experience and work performance within the team. * Provide feedback to the supervisor and SD Analysts to enhance work performance and customer satisfaction. * Assist in establishing, maintaining, and continuously improving operational processes, policies, and procedures. * Handle complex customer inquiries and complaints, escalating when necessary. * Perform deep dive analysis on escalated tickets. * Collaborate with and support IT Service Desk, Engineering, and DT team members. * Attend all operational and project\-related scheduled meetings as required. * Ensure that the Service Desk actively participates in improving the usability and reliability of Auxis services. * Monitor and analyze team Key Performance Indicators (KPIs) on a daily basis. * Perform Incident and Request Queue Management, ensuring timely and appropriate ticket assignments. * Conduct quality assurance evaluations for the team. **Workforce Manager:** * Manage workforce scheduling for optimal coverage. * Make recommendations for skill and priority changes. Skills and Experience: **Technical** **Competencies****:*** Knowledge of or training in best practices or IT frameworks, such as ITIL, with an ITIL Certification being desirable. * Proficiency in Microsoft Office Suite, including Word, Outlook, PowerPoint, and Excel. * Advanced knowledge of Active Directory, O365, network\-shared printers, and drives. **Experience:*** Minimum of 2\+ years working experience in technical support. * Minimum of 2\+ years working experience in supervising or managing a technical support team of 5 or more individuals. * Demonstrated expertise in utilizing and interpreting common Key Performance Indicators (KPIs). **Education:** * A university degree in business, management, related field, or equivalent experience. **Technical Certifications:*** O365 Fundamentals *(Nice to Have)**.* **Personal Competencies:*** Excellent written, verbal, and interpersonal skills. * Commitment to quality results, customer satisfaction, and continuous improvement. * Self\-motivation, independence, and proactive problem\-solving skills. * Strong ability to collaborate within a team environment. * Adaptability and flexibility. * Service orientation and active learning mindset. * Strong decision\-making and organizational skills. * Commitment to ethical standards and organizational policies. * Demonstrated skill in integrating, developing, and consolidating a successful working team. **Language Skills:*** Proficiency in English and Spanish (Oral and writing with a minimum of C1 level proficiency in both languages being a requirement). About Auxis: Auxis prioritizes employee growth and development to help you advance your career. Auxis’ culture empowers you to be your best in the interest of a common team goal. We are constantly striving to improve our culture and environment and have invested in tools to continue to have a better visualization of the pulse of our organization.