Service Desk Team Lead

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🔥 0 minutes ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $65k - $70k / year

⏰ Full Time

🟠 Senior

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ServiceTec

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1989

🤝 B2B

🚗 Transport

B2B • Transport

ServiceTec is a global IT services company that provides world-class IT system support and staffing for airports and aviation-related operations. It offers IT support services such as staff augmentation, IT projects, service desk, IT consultancy, and IT asset management, with offices in the UK, Europe, and the USA. ServiceTec holds ISO 9001, ISO/IEC 20000-1, and ISO/IEC 27001 certifications and focuses on business-to-business engagements with airport operators and related organizations.

📋 Description

• Oversee call center operations, including incident management, quality assurance, and tier escalation for all supported channels such as phone, email, chat, and self-service. • Monitor Service Desk request trends and produce analytical reports. • Deliver first-tier technical support and collaborate with the VP, US Operations to organize and maintain the U.S. Service Desk operational schedule. • Maintain constant availability to address urgent matters as they arise. • Lead staff development through coaching, mentoring, and training sessions. • Direct the creation and management of training policies and procedures for Service Desk personnel. • Fill in for shifts as needed to cover for team absences due to illness or scheduled leave. • Uphold and champion the ServiceTec 'culture of service' in all professional interactions.

🎯 Requirements

• College diploma or university degree in the field of Computer Science, Information Technology, or related field • 3-5 years equivalent work experience • Proven experience with ticketing applications and providing level 1 or 2 support to a large business or organization (1000+ employees) • Experience working in airports is preferred, but not a requirement • Knowledge/Certification in the following systems is advantageous: Server/domain controller/storage array systems, Desktops and PC hardware, Installing/configuring printers, Microsoft Operating Systems • Certified in at least of the following areas: A+, Net+, or Security+, or equivalent as deemed acceptable by ServiceTec • ITIL Foundations training/qualifications advantageous • PCI DSS Compliance certification preferred

🏖️ Benefits

• Excellent healthcare benefits: Medical and Dental • 401K including an employer match • Paid time-off and sickness leave • Paid Military Leave