Service Desk Lead

Job Summary: The Service Desk Lead (SDLEAD) main role is to coach, train, and supervise a team of Service Desk Analysts. The SDLEAD will provide the team with leadership and constant coaching to ensure best practices within the team, team development and the expectations and goals achievement. The SDLEAD should handle critical customers incidents, associated with customer communication, activities, and any appropriate escalations; providing information about incidents analysis and KPIs to the Service Desk Supervisor (SDSUP). The SDLEAD must be able to work in a fast-paced environment with demonstrated ability to juggle and prioritize multiple, competing for tasks and demands and to seek supervisory assistance as appropriate.

Responsibilities :

• Assist SDS to measure, monitor and work to drive down incident levels. Ensure that the Service Desk actively participates in improving the usability and reliability of Auxis services.
• Help the SDS identify and implement improvements to the Service Desk incident logging system to provide a more effective and efficient service to customers.
• Contribute to the success of the business and assist in improving the overall customer's experience within the team.
• Meet goals and KPI’s as set by the Service Desk Supervisor (SDSUP).
• Work directly with his team to achieve expected performance, provide follow up and development to his/her team members.
• Lead and motivate staff by creating an environment that promotes performance, quality, empowerment, integrity and extraordinary customer service. Including communicating team goals and identifying areas for new training or skill checks.
• Provide feedback to SDSUP, and SD Analysts to improve work performance and customer satisfaction.
• Assist SDSUP in establishing, maintaining and continuously improving operational processes, policies and procedures.
• Directly handle the most complicated customer inquiries or complaints, before escalating to SDS/SDM.
• Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate.
• Assign tickets to resources based on technology, location and load.
• Discard or cancel tickets that are not required.
• Identify reoccurring incidents or situations affecting multiple users and create problems as per ITIL standards.
• Perform deep dives analysis on tickets when an escalation is received.
• Working closely with and in support of the IT Service Desk, Engineering and DT team members.
• Researching, resolving, and responding to complex questions received via escalations by current standards.
• Comply and adhere to Auxis operational processes and security policies.
• Attend all operational and project (ad-hoc) related scheduled meetings as required.
• Process all disciplinary actions as required.
• Payroll report for the team assigned.
• Tenrox approval requests.

Skills and Experience:

• English - Spanish Language (Oral and writing 85 % or higher), (B2+ or above).
• 2-4 years of Technical support Experience Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library).
• 1-2 years of experience managing groups of 5+ related to the Service Desk industry.
• Advance knowledge of Active Directory, network-shared printers and drives experiences.
• The resource will adjust its schedule based on the account needs.
• High School Diploma.
• Must possess excellent communication skills and involvement.
• The resource will be available “on-call” under the schedule that the supervisor provides.
• Leadership courses and workshops will be considered an asset.
• Proven ability to effectively lead through change.
• Demonstrated ability to link specific activities to desired results.
• Proven interpersonal skills are necessary to interact effectively with customers and employees of all levels within the organization.
• Ability to use appropriate analysis, judgment and logic when solving problems and making decisions.