Tier 1 Team Lead, ITSS

Job Summary:

The Tier 1 Team Lead provides leadership, management and day-to-day oversight of the tier 1 service desk technicians. This individual also provides direct assistance to 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 1 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, 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

Essential Job Functions

• Direct Supervisor for Tier 1 team
• Monitors the ticketing system and inboxes to ensure timely processing of issues and requests. This includes letting staff know before their tickets are breached and advising them to update tickets on a regular basis
• Participates in 1:1 meetings with Tier 1 staff, Tier 2 Team Lead and Service Desk Manager to keep all abreast of progress, issues, etc.
• Works with Service Desk Manager to set goals for Tier 1 staff
• Report on Tier 1 SLA Breaches and Service Desk metrics
• Monitors calls and listens to recordings for Tier 1 quality assurance.
• Train the staff on how to use the tools for their positions and provide on-going training as needed.
• Manage team members to ensure staffing levels are adequate during the business hours
• Report team performance concerns daily
• Report system issues immediately as they arise
• Use trends to identify areas for knowledge management.
• Provide new hire orientation to Service Desk staff
• Monthly review of tickets to ensure quality assurance
• Act as Knowledge Manager and assist with creation of end user and Service Desk technician knowledgebase articles.
• All other duties as assigned.

Relevant Skills

• Ability to multi-task and quickly respond and report on assigned tasks/issues/outages, and adapt to changes quickly
• Demonstrated team management and leadership skills
• ITIL Foundations or related certification
• 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 Office 365, Word, Excel, PowerPoint, Project, Visio and Outlook)
• Previous experience with ServiceNow a plus.

Requirements

• Ability to work in fast past environment
• Less than 25% travel required
• Sitting for extended periods of time
• Visual acuity
• Speaking and listening
• Lifting 25lbs or less

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

Current Openings for Tier 1 Team Lead, ITSS Jobs at The Heritage Group