Team Lead

Under the direct supervision of a Service Delivery Manager, the Team Lead is responsible for managing day to day operations of a team of 4 service desk analysts. Ensuring the team utilizes the appropriate tools and processes in order to provide world-class customer service and desktop support. This includes up-to-date client policies, client procedures, accurate knowledgebase entries, reporting, and all other job standards and expectations.

Essential Duties and Responsibilities

- Accurate, timely, and professional resolution for all supported issues

- Timely and professional follow up on all client related issues

- Quick identification and control of high priority issues

- Ability to learn on the go and maintain organization of duties

- Efficient and accurate resolution of all assigned tasks

- Maintaining a presence as a leader amongst their team

Job Requirements -

The Team Lead is responsible for managing employee performance, employee relations, schedules, and timesheets. Along with creating client reports on help desk interactions and tickets. This may include but is not limited to the following:

- Managing a team of 4 analysts

- Accurate and detailed logging, reporting, and tracking of work

- Assisting Level 1/Level 1.5 Analysts with escalated incidents as needed

- Assisting users in the queue as necessary

- Accurately logging, ticketing, and tracking all interactions with the users

- Accurate, timely, and professional follow-up and resolution for all supported issues

- Accurately following instructions (team documentation and knowledge base articles) on processes and procedures

- Collaborate with the Service Desk team to ensure proper resolution or escalation of tickets

- Accurate escalation of tickets per instructions (team documentation and knowledge base articles)

- Regular (minimum daily) follow-up on all assigned tickets

- Quick identification and accurate processing of high priority issues

Skills and Qualifications:

- Proficient in Microsoft Windows and Office

- Familiar with Active Directory

- Able to follow detailed processes with written and verbal instruction

- Able to learn new software systems quickly and accurately

- Able to type at least 40 words per minute

- Able to perform under high pressure environment

- Dependable and punctual

- Problem solving using available resources to solve a user's issue

- Ability to communicate and interact at all levels of the organization (senior IT down to the non-technical staff)

Essential Duties and Responsibilities

- Accurate, timely, and professional resolution for all supported issues

- Timely and professional follow up on all client related issues

- Quick identification and control of high priority issues

- Ability to learn on the go and maintain organization of duties

- Efficient and accurate resolution of all assigned tasks

- Maintaining a presence as a leader amongst their team

Desired Skills & Experience - The Team Lead is responsible for managing employee performance, employee relations, schedules, and timesheets. Along with creating client reports on help desk interactions and tickets. This may include but is not limited to the following:

- Managing a team of 4 analysts

- Accurate and detailed logging, reporting, and tracking of work

- Assisting Level 1/Level 1.5 Analysts with escalated incidents as needed

- Assisting users in the queue as necessary

- Accurately logging, ticketing, and tracking all interactions with the users

- Accurate, timely, and professional follow-up and resolution for all supported issues

- Accurately following instructions (team documentation and knowledge base articles) on processes and procedures

- Collaborate with the Service Desk team to ensure proper resolution or escalation of tickets

- Accurate escalation of tickets per instructions (team documentation and knowledge base articles)

- Regular (minimum daily) follow-up on all assigned tickets

- Quick identification and accurate processing of high priority issues

Skills and Qualifications:

- Proficient in Microsoft Windows and Office

- Familiar with Active Directory

- Able to follow detailed processes with written and verbal instruction

- Able to learn new software systems quickly and accurately

- Able to type at least 40 words per minute

- Able to perform under high pressure environment

- Dependable and punctual

- Problem solving using available resources to solve a user's issue

- Ability to communicate and interact at all levels of the organization (senior IT down to the non-technical staff)

Essential Duties and Responsibilities

- Accurate, timely, and professional resolution for all supported issues

- Timely and professional follow up on all client related issues

- Quick identification and control of high priority issues

- Ability to learn on the go and maintain organization of duties

- Efficient and accurate resolution of all assigned tasks

- Maintaining a presence as a leader amongst their team

Required Skills -

- Minimum two years of Service Desk/Management experience.

- Strong teamwork, leadership, and employee motivational skills.

- Demonstrated analytical and problem solving skills.

- Ability to effectively communicate with all levels of the organization.

- Ability to work independently while remote

#LI-KC1

The Team Lead is responsible for managing employee performance, employee relations, schedules, and timesheets. Along with creating client reports on help desk interactions and tickets. This may include but is not limited to the following:

- Managing a team of 4 analysts

- Accurate and detailed logging, reporting, and tracking of work

- Assisting Level 1/Level 1.5 Analysts with escalated incidents as needed

- Assisting users in the queue as necessary

- Accurately logging, ticketing, and tracking all interactions with the users

- Accurate, timely, and professional follow-up and resolution for all supported issues

- Accurately following instructions (team documentation and knowledge base articles) on processes and procedures

- Collaborate with the Service Desk team to ensure proper resolution or escalation of tickets

- Accurate escalation of tickets per instructions (team documentation and knowledge base articles)

- Regular (minimum daily) follow-up on all assigned tickets

- Quick identification and accurate processing of high priority issues

Skills and Qualifications:

- Proficient in Microsoft Windows and Office

- Familiar with Active Directory

- Able to follow detailed processes with written and verbal instruction

- Able to learn new software systems quickly and accurately

- Able to type at least 40 words per minute

- Able to perform under high pressure environment

- Dependable and punctual

- Problem solving using available resources to solve a user's issue

- Ability to communicate and interact at all levels of the organization (senior IT down to the non-technical staff)

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.


It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.