Shift Lead- HelpDesk

Key Required Skills:
Strong knowledge of team supervision and coaching, ability to think independently on an off-hours shift, know how and when to escalate support issues and work in tandem with the morning shift counterpart

*** Selected candidate must reside within two (2) hours of Woodlawn, MD
*** Actual work hours 2pm-10:30pm
*** Selected candidate must be willing to work on-site in Woodlawn, MD 5 days a week.

Bachelor's Degree and 3 years of experience, of experience OR 7+ years of experience in lieu of a degree.

Position Description

Manage the ticket queues for the Tier 1 and Tier 2 CCaaS (AWS Connect) application support team.
Provide guidance and assistance to Tier 1 and Tier 2 resources as needed.
Provide a daily summary (reports through the ServiceNow ITSM) to the customer and technical leads with information on any highlights or issues that may need potentially have bigger impacts.
Provide recommendations on tasks that may be handled by the Tier 1 and Tier 2 resources.
Provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1 and Tier 2 resources) to log issues and requests in ServiceNow IT Service Manager.
Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.
Triage requests to ensure accurate transfers and escalation of customer requests or issues.
Provide off-hour emergency support as needed.
Basic Qualifications
3+ years of Help Desk/Desktop support experience.
3 years of experience working with laptops running Microsoft Windows OS and Office365 suite.
2 years of experience as a Team Lead for a Help Desk support team.
2 years of experience providing Tier 2 IT support services to customers.
2 years of experience using ServiceNow application for logging tickets and requests.
Must have strong communication and customer service skills
Good Interpersonal skills that demonstrate the ability to communicate with customers.

Required Skills
Bachelor's Degree and 3 years of experience, OR 7+ years of experience in lieu of a degree.
Experience as a Help Desk team lead.
Experience providing guidance, orientation and training on processes, procedures and systems supported by the team.
Experience with using ServiceNow IT Service Management.
Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.
Strong understanding of IVR terminology and services.