Team Lead, Service Desk Technician

ZipRecruiter; Irvine (CA); On-site; Full time

Job summary

A leading company in Irvine is seeking a Team Lead for their service desk. This role involves supervising a team, ensuring high-quality technical support, and achieving business metrics. The ideal candidate will have strong leadership skills and a background in IT support. Responsibilities include performance management, training, and improving customer satisfaction. Join a dynamic team and contribute to enhancing the customer experience while developing your career in a supportive environment.

Qualifications

• 5 years of experience providing IT support.
• Supervisory experience of small teams.

Responsibilities

• Supervise service desk employees and manage performance.
• Ensure customer service satisfaction by monitoring tickets.
• Conduct interviews and onboard new team members.

Skills

Problem Solving

Customer Satisfaction

Results Driven

Creativity & Innovation

Leadership

Job description

Job DescriptionJob DescriptionSalary: $38/hour and up DOE

The Team Lead supervises and mentors a team of service desk employees responsible for providing first-point-of-contact technical support to our customers' employees. This individual is the first point of technical escalation for requests that exceed their team's capabilities; they are also responsible for providing support in an overflow capacity and/or when not performing supervisory responsibilities.
They are responsible for their respective teams professionalism, professional development, and goal achievement.
This individual ensures that their respective teams are aware of Helixstorm service desk operating metrics and the achievement of those metrics.

Key Elements of the Role

The Team Lead's primary responsibility is to develop the skills of their assigned team while ensuring that internally established business metrics are achieved. This role requires continued direct support from customers while managing their assigned team.

Additionally:
Supervise direct reports to include scheduling, performance management, training, and professional development by conducting 1:1 meetings with direct reports; manage all disciplinary actions to include coaching, performance improvement plans, and termination.
Conduct interviews to assess the capabilities of potential new service desk team members; onboard selected team members by providing training and guidance on Helixstorm-specific systems and processes.
Provide guidance and direction on resolving technical issues reported by Helixstorm customers relating to Service Desk and/or Desktop Support issues.
Ensure their respective team members maintain a high level of responsiveness, communication, and professionalism during interactions with Helixstorm customers, partners, and vendors.
Continually strive to improve Helixstorm's customer experience, perception, and overall satisfaction by making recommendations for improving internal business processes.
Ensure the staff is appropriately skilled and trained to deliver excellent technical support and quality customer service; provide sound judgment and guidance on issues their respective team members escalate.
Ensure customer service satisfaction by monitoring tickets and reviewing customer-collected feedback; follow up with customers as needed, reporting a negative interaction with the service desk.
Conduct routine reviews of customer-submitted tickets to identify repetitive support requests; provide recommendations to the service delivery team for respective customers on projects that may reduce customer requests for support.
Responsible for reviewing direct reports ConnectWise time with timely approval aligned to Helixstorm policies; ensure direct reports hit required billable time or utilization targets.
Partner with their manager or supervisor to escalate service requests that require support beyond the skill sets of service desk team members and/or the support of the network operations team.
Work with the onboarding team to ensure that a new client is properly integrated into Helixstorm, as requested by management.
Support administrative systems and processes, including, but not limited to, inventory management, workflows, systems standards, and tools leveraged to support Helixstorm customers.
Additional duties and projects as assigned.

Experience and Background Required

5 years of experience providing IT support.
Supervisory experience of small teams.
Understanding of computer operating systems, business applications, printing systems, and basic network systems.
Excellent organizational skills; enthusiasm for multi-tasking.
Strong interpersonal and communication skills, both verbal and in writing. The ability to demonstrate active listening and customer care.

Core Competencies:

Problem Solving Identifies and analyzes problems, sorts through information to identify accuracy, evaluates solutions and alternatives, resulting in making effective recommendations.
Customer Satisfaction - Provides and delivers professional, helpful, high-quality service and assistance to ensure the customers needs are met and exceeded.
Results Driven Creates and drives a culture that is solutions and metrics focused, builds cooperation, encourages teamwork, and resolves conflict effectively.
Creativity & Innovation Looks at situations with new approaches, encouraging new ideas resulting in quicker and more effective customer resolutions.
LeadershipInspire and develop a team of individuals to meet and/or exceed established goals and directives. Motivate and guide employees through the work process and build morale.

Goals for this Role

1. Timely resolution of service requests is specifically defined as 80% in a trailing 30-day period being resolved on the first client interaction, less than 5% of support requests remaining open more than three business days, and less than 5% of inbound calls going to voicemail for their respective team.
2. Direct reports service ticket time entries approved and validated daily; ensure that direct reports are meeting billing and utilization targets of a minimum 80% direct utilization on client-facing issues with minimal administrative time.
3. All tickets must have proper ticket details, including, but not limited to, the Ticket Agreement, Ticket Type, Subtype, Source, and Ticket description.
   

Essential Physical and Mental Requirements

• The Team Lead is required to hear, read, write, and speak clearly to effectively communicate in person and via telephone. The employee is required to sit, stand, walk, reach with arms and hands, climb, balance, twist, lean, move from one location to another, stoop, kneel, crouch, or crawl. Vision abilities required by this job include close and far vision. Ability to do repetitive motions when operating a computer keyboard, telephone, or calculator. Will have exposure to glare from a computer. Must be able to lift 25 lbs. and travel up to 25%. Must be able to perform complex or varied tasks; effectively influence or redirect staff on a consistent basis; ability to understand directions; make generalizations, evaluations, or decisions without immediate supervision; accept and carry out responsibilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.