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Be a part of a fast-paced, growing team that provides a solid work-life balance helping our nonprofit clients. Our team of mission-focused tech professionals is passionate about moving the social sector forward with transformative applications of technology. As a Service Desk Team Lead, you will be responsible for overseeing the day-to-day activities of a team of Tier 2 Service Desk Engineers. The Team Lead will serve as the communication link between their team and the Director of Support Services.
Job Responsibility:
Handle the training of new Tier 2 Service Desk Engineers
Assist Tier 2 Service Desk Engineers in managing their workload
Ensure call and email queues are being monitored appropriately
Mentor, coach, motivate Tier 2 Service Desk Engineers
Assist in the escalation of cases from Tier 1 engineers to Tier 2 engineers
Serve as a technical resource for your team
Review metrics to help ensure we are hitting targets
Work with Director of Support Services to implement new Service Desk processes as they are announced
Take disciplinary action as needed
Hold regularly scheduled check-ins with Tier 2 Service Desk Engineers
Complete monthly reports on team metrics
Conduct annual evaluations for Tier 2 Service Desk Engineers
Provide end user technical support to clients as needed
Escalate issues quickly and efficiently to minimize disruption
Respond to customer issues and challenges such as escalated cases and survey responses
Maintain strong customer service skills when dealing with clients, vendors and other Tech Impact partners
Advise Account Management of client support or recurring technical issues
Advise the Director of Support Services of client support or technical issues for all clients
Requirements:
Three to five years of Service Desk experience required
Supervisory experience preferred
Experience working with network infrastructure such as servers, firewalls, switches, etc. required
Advanced Azure/M365 experience strongly preferred
MSP experience is a plus
Strong organizational skills and ability to work independently
Excellent verbal and written communications skills
Strong customer service skills
Work well independently and within a team environment
Manage multiple projects simultaneously with tight deadlines
Frequent exposure to new and challenging problems
Excellent troubleshooting techniques
Ability to manage customer expectations and deliver the highest quality customer service
Ability to translate technical information to non-technical users
Strong attention to detail
Flexible, able to multi-task, and enjoy working in a diverse, results-oriented workplace