IT Service Desk Tier 2 Team Lead

The IT Service Desk Tier 2 Team Lead, in our IT Shared Services (ITSS) team, provides leadership and support to the service desk tier 2 technicians and assists the Service Desk Manager with tracking tickets, resolving issues, reporting on metrics and the VoIP system, addressing team concerns, and ensuring adequate coverage. This position will ensure efficient and effective operation of the tier II service desk members and the overall ITSS Service Desk

The IT Service Desk connects end-users within the business to IT support. As the first point of access for IT queries, this role provides support and incident management for a variety of IT-related concerns across multiple businesses and level of users. Support functions include but are not limited to troubleshooting hardware and software-related concerns, phone support, access requests, and printer issues. This is a customer service-oriented role and a strong focus will be placed on appropriately communicating and following up with impacted users

Primary Responsibilities

• Direct Supervisor for Tier 2
• Monitors Tier 2 queue to ensure tasks are completed on time.
• Participates in 1:1 meetings with Tier 2 staff, Tier 1 Team Lead, and Service Desk Manager to keep all abreast of progress, issues, etc.
• Report on Tier 2 SLA Breaches and Service Desk metrics
• Works with Service Desk Manager to set goals for Tier 2 staff
• Train the staff on how to use the tools for their positions and provide ongoing training on new support services
• Works with Tier 1 Lead to identify staff suitable for promotion to Tier 2
• Sets task functions for each tier by analyzing skillset and working with Tier 1 Team Lead
• Identify process and document improvement opportunities for the Service Desk
• Manage team members including dispatching, mentoring, and problem resolution, and to make sure staffing levels meet the needs of each BU
• Participates in integrations and system cutovers for newly acquired locations
• Ability to provide onsite technical VIP level support
• Assists with special projects and pop-up tasks.
• Administer the RingCentral VoIP system for the call center to make sure it is properly functioning, especially the after-hours call center.
• All other duties as assigned

Minimum Requirements

• 3+ years of Service Desk experience
• Ability to work in fast-paced environment
• Less than 25% travel required
• Sitting for extended periods of time
• Visual acuity
• Ability to lead by example and engage a team
• Ability to lift up to 25lbs
• Minimum of 2 years demonstrated team management and leadership skills
• ITIL Foundations or related certification
• Ability to multi-task and quickly respond and report on assigned tasks/issues/outages, and adapt to changes quickly
• Demonstrated interpersonal skills including telephone skills, communication skills, and active listening
• Able to analyze complex technical problems, determine root cause, and implement corrective action
• Ability to match resources to technical issues appropriately
• Advanced understanding of operating systems, business applications, printing systems and network systems
• Demonstrated use of office and project tools (including Windows 10, Office 365, Word, Excel, PowerPoint, Project, Visio and Outlook)
• Previous experience with a ticketing system, ServiceNow a plus.

About The Heritage Group

Founded in 1930, The Heritage Group (THG) is a fourth-generation family-owned business managing a diverse portfolio of companies specializing in heavy construction and materials, environmental services, and specialty chemicals. Companies within the THG portfolio include Heritage Environmental Services, Heritage Construction + Materials, and Monument Chemical. With more than 5,000 employees and 30 operating companies worldwide, THG aims to create a safer, more enriching, and sustainable world by harnessing the power of family.

The Heritage Group welcomes the diverse backgrounds, experiences, and perspectives of all to work together to accomplish our goals

Current Openings for IT Service Desk Tier 2 Team Lead Jobs at The Heritage Group