First-Line Support Team Lead — SLA & Change Agent

SBV; Houghton (MI); On-site; USD 65,000 - 90,000; Full time

Job summary

SBV is seeking a First Line Support Team Leader in Houghton to oversee incident resolution, requests, events, backups and alerts from various monitoring tools. The role includes telephonic and remote troubleshooting, and leading staff to meet SLA and OLA targets, while maintaining service quality and customer experience.

Responsibilities include supervising installation and maintenance activities, adhering to policies, creating reports, and ensuring effective communication with stakeholders.

Qualifications

• 5 years proven experience in service delivery management and 1 year creating and implementing Service Operating Processes.
• 2+ years’ Desktop Support experience and intermediate Microsoft Office knowledge.
• Previous experience with ITSM tools such as Remedy or Managed Engine is advantageous.

Responsibilities

• Manage staff to achieve SLA and OLA requirements.
• Provide support and diagnostics for PC/workstation issues and related queries.
• Assist with installation, maintenance and management of related software and hardware.
• Adhere to policies and procedures and maintain relevant registers/reports.
• Communicate professionally with internal and external stakeholders.

Skills

Service delivery management

Microsoft Office proficiency

Desktop Support

Troubleshooting

Tools

ITSM tools

Remedy

Managed Engine

Service Manager

Job description

SBV is seeking a First Line Support Team Leader in Houghton to oversee incident resolution, requests, events, backups and alerts from various monitoring tools. The role includes telephonic and remote troubleshooting, and leading staff to meet SLA and OLA targets, while maintaining service quality and customer experience.

Responsibilities include supervising installation and maintenance activities, adhering to policies, creating reports, and ensuring effective communication with stakeholders.