Service Desk Team Lead

• Posted 1 day ago • Updated 3 hours ago
Full Time
Part Time
USD $35-40/hr
Fitment

Dice Job Match Score™

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Job Details

Skills

  • microsoft
  • 0365
  • Troubleshooting

Summary

Title: Service Desk Team Lead

Location: Miami , FL OR Dallas, TX

Type: 6 month contract to hire

Job Details:

  • Looking for 2-3 years as a lead is good, or a newer lead he would take as well.

  • They will be responsible for managing the ticket queue of their designated shift.

  • They will be responsible for monitoring SLA s and looking at the queue and taking a step back to look at performance of other analysts. They wont be first line on the phones, just point of escalation only.

  • Tech stack is SNOW, Webex is call center software, log me in, Microsoft Entra, O365, they have about 600 users with apple products, and more ios than android, 11,000 PC s, inTune

  • Provide advanced advice, mentorship, and training to IT Technicians, guiding them in troubleshooting and resolving complex issues. Lead by example in adopting and implementing best practices across the IT team.
  • Proficient in troubleshooting a range of IT issues.
  • Excellent communication, mentorship, and problem-solving skills.
  • Assist senior colleagues in managing internal client relationships, handling complex technical requests, and ensuring a high level of client satisfaction.
  • Produce, update, and maintain best practice support documentation.
  • Offer end-to-end resolution of incidents, including proposing and implementing improvements to prevent future occurrences. Ensure that all incidents are thoroughly documented and analyzed in Service Now.
  • Perform basic troubleshooting on LAN/WAN connectivity under guidance.


Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 91118290
  • Position Id: Stellar - 17637-36331-1783524122
  • Posted 1 day ago
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