What are the responsibilities and job description for the Service Desk Team Lead position at Inserso?
The Service Desk Team Lead will assist managing Service Desk operations in support of our government customer. The Service Desk Team Lead is responsible for assisting leading the Customer's Service Desk support operations under the Service Delivery lifecycle. The Team Lead is also responsible for providing high quality, repeatable, consistent, and sustainable IT support and processes to the customer team leads and internal technical support teams in managing, planning, monitoring, mentoring, and reporting on the services and projects execution for the customer's Service Desk Operations.
The Service Desk Team Lead is charged with managing and monitoring the enforcement of all applicable directives at quality levels acceptable to the government customer. The Service Desk Team Lead will plan, review methods for monitoring, evaluating/reporting incident reports, telephone calls, and customer satisfaction based on available data. Develop, refine, document, and implement policies, processes, and procedures. Provides daily supervision, direction, employee performance evaluations, and development plans to the Service Desk staff in their team. Coach the Service Desk staff to ensure all team members are working incidents, problems, and service request efficiently and accurately in a team-oriented and professional culture.
Responsibilities:
The Service Desk Team Lead is charged with managing and monitoring the enforcement of all applicable directives at quality levels acceptable to the government customer. The Service Desk Team Lead will plan, review methods for monitoring, evaluating/reporting incident reports, telephone calls, and customer satisfaction based on available data. Develop, refine, document, and implement policies, processes, and procedures. Provides daily supervision, direction, employee performance evaluations, and development plans to the Service Desk staff in their team. Coach the Service Desk staff to ensure all team members are working incidents, problems, and service request efficiently and accurately in a team-oriented and professional culture.
Responsibilities:
- Effectively communicate with customers, stakeholders, service desk specialists and other OJP technical staff
- Provides daily supervision and direction to assigned Service Desk personnel
- Operate the Service Desk according to current customer policies/procedures and ensure that the staff resources are sufficient to provide timely and responsive service desk support to the customer's user community
- Manage the daily mission for the Service Desk supporting over 1400 internal and 50,000 external users across the USA
- Ensure all service level objectives are achieved and our customer expectations are met or exceeded on a daily, monthly, quarterly, and annual basis
- Support and develop a Service Desk environment/culture where collaboration, teamwork, recognition of excellent job performance and mutual respect is supported
- Increase performance by analyzing compliance to team performance objectives and ticket characteristics, creating effective practices in response to trends
- Support and maintain the Knowledge Management process to support the Service Desk
- Ensure timely notification to the customer on service impacting outages or incidents
- Evaluate performance results and recommend changes affecting the Service Desk
- Provide guidance based on metrics results generated from the call management system and call tracking/ticketing system (ServiceNow)
- Monitor and report the status on all QA activities for the Service Desk and consolidate metrics and reports
- Effectively communicate with customers, stakeholders, and technical specialists
- Provide emergency support for events or incidents
- Associates degree or equivalent years of related work experience
- Must be a U.S. Citizen and successfully complete a DOJ OJP T2 Public Trust background check
- 5 years of IT Support experience, preferably in a service desk environment or call center environment
- 3 years of team lead experience
- 2 years of experience in enterprise-level (10,000 users) Service Desk support
- Experience supporting Windows 10/11 operating system.
- Experience supporting Microsoft O365
- Experience supporting at least one of the following: Adobe Acrobat, Adobe Acrobat Reader, Adobe Creative Cloud Suite, Microsoft Edge, Firefox and Google Chrome
- Experience with mobile device activation, backup, and troubleshooting
- Experience supporting enterprise business applications
- Experience using ServiceNow, Remedy or equivalent ITSM
- Responsible and able to work with minimal supervision
- Experience supporting DOJ or other similar federal agencies
- HDI Support Center Manager or Service Level Management Certification
- Experience driving results in a team-oriented environment
- Experience working in a high stress and changing environment
Inserso is an equal opportunity employer and does not discriminate on the basis of sex, age, race, color, religion, marital or veteran status, national origin, disability, obligation to serve the armed forces of the U.S., or any other characteristics by applicable federal, state or local laws. Reasonable accommodation will be made for qualified individuals with a disability, where such accommodations will not impose an undue hardship during the application process and on the job.