Overview
On Site
USD 40.00 - 55.00 per hour
Full Time
Skills
SAP HANA
Legacy Systems
System Integration Testing
Help Desk
Team Leadership
Customer Service
Backup
SOP
Auditing
Service Delivery
Evaluation
Corrective And Preventive Action
SAP BASIS
Training
Customer Relationship Management (CRM)
Reporting
Leadership
Communication
English
Conflict Resolution
Problem Solving
Management
Organizational Skills
Service Desk
ServiceNow
Scripting
Standard Operating Procedure
Documentation
Knowledge Base
SAP
Data Link Layer
Problem Management
Root Cause Analysis
Knowledge Management
Insurance
Taxes
Life Insurance
Business Transformation
Law
Job Details
Description
Our client is utilizing the newest version of SAP (S/4HANA), with multiple new releases over the next 18 months. As part of their on-going business and operational needs, TEKsystems is providing level 1 and level 1.5 SAP functional support and support for another legacy application to their end users, who sit in various locations. The purpose is to handle the initial intake and consultation/resolution of SAP-related questions and issues from the end users in the field. The team is comprised of approximately 20 agents.
***Team Lead will start his/her day at 9:00a or 9:30a MST and must work until 6:00p MST***
Required Skills
2+ years' experience as a LEAD on a service/support/help desk
The right candidate will have leadership skills and be able to manage the team; but also will be adept at managing the ticketing queue and the backlog, coordinating activities amongst the team, etc.
- Must have extremely strong customer service skills and mindset
Experience working on an SAP service desk is highly desirable and would be a huge bonus for the right candidate
4+ years experience supporting end users
The Team Lead is responsible for assisting with the continued growth of the team. The Team Lead should help motivate and support the service desk agents, ensuring that calls are dealt with promptly to the satisfaction of end-users, management, and / or the business. Work with Supervisor / Manager to plan and manage the operational activities of the team, ensuring that the level of technical knowledge and customer service is aligned with the business requirements.
Operational Focused Lead - Primary Duties & Responsibilities:
- Provide lead coverage until end of day
- Backup point of contact for reviewing and approving shift schedule changes and time off requests for TEKsystems personnel
- Queue Management and availability in Five9, follow up with individuals if needed
- Make sure of phone coverage daily (manage throughout the day to make sure we have ample coverage throughout the day)
- Maintain SOP and support documentation creation such as KB's (Presume this would occur in time, not be done out of the gate)
- Provide retraining to individuals/teams based on feedback
- Audit recordings
- Review Ticket Resolution
- Facilitate ticket investigations and escalate to Complex Support if unable to resolve in set period of time. MAIN JOB
- Works as a Service Delivery Analyst in limited capacity
Other Job Duties and Responsibilities:
Provide daily direction to team in support of customer or management goals.
Provide continued evaluation of current process or procedures. Work with management / customer in suggesting methods to improve operations, efficiency and service.
Create and maintain high quality work environment so team members are motivated to perform at their highest level.
Address disciplinary and / or performance issues according to company policy. Prepare warnings and communicate effectively with employee's warnings and make effective/appropriate decisions relative to corrective action as required.
Able to assist with preparation of any daily reports provided to customer or management.
Work with supervisor/manager to create and conduct monthly reviews / 1:1's.
Work with team to ensure that work is equally distributed and SLAs are met on a daily basis
Handle escalations from analyst or customer management.
Identify training needs for the team or specific analysts and coach as needed.
Work with leadership to ensure leave requests are not a direct impact on account SLAs.
Perform quality checks of tickets and calls.
Work / interact with peers, escalation groups, TEK and customer management towards improving relationships of the team and escalation groups.
Responsible for monitoring / enforcing adherence of team to meet policies set by management.
Continued support of management initiatives to improve services, add value or reduce cost in line with the business goals.
Provide daily/monthly reports to leadership.
Manage Time and Expense for reporting and time approval.
Required Education and/or Experience:
Proven leadership.
Ability to communicate effectively (written / orally).
Ability to develop and motivate a team.
Proven ability to work within a team.
Currently exhibit an understanding of excellent quality of work.
Proven adherence to current company policy.
At least 1-2 year's experience support in a Service Desk environment.
Communication Skills:
Excellent oral and written communication skills (English language), analysis and problem solving skills as well as excellent time management and organizational skills.
The general support functions of a service desk agent include:
Monitor and work on relevant incidents assigned to the ServiceNow support queue
Provide the first line of support for all inquiries and incidents, providing resolution or workarounds where possible and based on established runbooks/knowledge articles/scripts
Refer to Standard Operating Procedures and FAQs for user inquiries and provide response support
Upkeep support procedures collaborating with client SMEs and project teams. This includes enhancement of documentation, runbooks and knowledgebase articles
Coordinate escalation/hand-off of L2 issues to Business SMEs including follow-up to ensure ticket/incident/request closeout
Diagnose whether issues are due to the SAP environment, technical extensions such as integrations, or to user understanding
Escalate incident/s (as needed) and assign to L2 technical teams for further triaging and Problem management/RCA, with follow-up to ensure ticket/incident closeout
Help maintain information about problems, workarounds, and resolutions as part of Knowledge Management
We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This temporary role may be eligible for the following:
Pay and Benefits
The pay range for this position is $40.00 - $55.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully remote position.
Application Deadline
This position is anticipated to close on Jun 9, 2025.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Our client is utilizing the newest version of SAP (S/4HANA), with multiple new releases over the next 18 months. As part of their on-going business and operational needs, TEKsystems is providing level 1 and level 1.5 SAP functional support and support for another legacy application to their end users, who sit in various locations. The purpose is to handle the initial intake and consultation/resolution of SAP-related questions and issues from the end users in the field. The team is comprised of approximately 20 agents.
***Team Lead will start his/her day at 9:00a or 9:30a MST and must work until 6:00p MST***
Required Skills
2+ years' experience as a LEAD on a service/support/help desk
The right candidate will have leadership skills and be able to manage the team; but also will be adept at managing the ticketing queue and the backlog, coordinating activities amongst the team, etc.
- Must have extremely strong customer service skills and mindset
Experience working on an SAP service desk is highly desirable and would be a huge bonus for the right candidate
4+ years experience supporting end users
The Team Lead is responsible for assisting with the continued growth of the team. The Team Lead should help motivate and support the service desk agents, ensuring that calls are dealt with promptly to the satisfaction of end-users, management, and / or the business. Work with Supervisor / Manager to plan and manage the operational activities of the team, ensuring that the level of technical knowledge and customer service is aligned with the business requirements.
Operational Focused Lead - Primary Duties & Responsibilities:
- Provide lead coverage until end of day
- Backup point of contact for reviewing and approving shift schedule changes and time off requests for TEKsystems personnel
- Queue Management and availability in Five9, follow up with individuals if needed
- Make sure of phone coverage daily (manage throughout the day to make sure we have ample coverage throughout the day)
- Maintain SOP and support documentation creation such as KB's (Presume this would occur in time, not be done out of the gate)
- Provide retraining to individuals/teams based on feedback
- Audit recordings
- Review Ticket Resolution
- Facilitate ticket investigations and escalate to Complex Support if unable to resolve in set period of time. MAIN JOB
- Works as a Service Delivery Analyst in limited capacity
Other Job Duties and Responsibilities:
Provide daily direction to team in support of customer or management goals.
Provide continued evaluation of current process or procedures. Work with management / customer in suggesting methods to improve operations, efficiency and service.
Create and maintain high quality work environment so team members are motivated to perform at their highest level.
Address disciplinary and / or performance issues according to company policy. Prepare warnings and communicate effectively with employee's warnings and make effective/appropriate decisions relative to corrective action as required.
Able to assist with preparation of any daily reports provided to customer or management.
Work with supervisor/manager to create and conduct monthly reviews / 1:1's.
Work with team to ensure that work is equally distributed and SLAs are met on a daily basis
Handle escalations from analyst or customer management.
Identify training needs for the team or specific analysts and coach as needed.
Work with leadership to ensure leave requests are not a direct impact on account SLAs.
Perform quality checks of tickets and calls.
Work / interact with peers, escalation groups, TEK and customer management towards improving relationships of the team and escalation groups.
Responsible for monitoring / enforcing adherence of team to meet policies set by management.
Continued support of management initiatives to improve services, add value or reduce cost in line with the business goals.
Provide daily/monthly reports to leadership.
Manage Time and Expense for reporting and time approval.
Required Education and/or Experience:
Proven leadership.
Ability to communicate effectively (written / orally).
Ability to develop and motivate a team.
Proven ability to work within a team.
Currently exhibit an understanding of excellent quality of work.
Proven adherence to current company policy.
At least 1-2 year's experience support in a Service Desk environment.
Communication Skills:
Excellent oral and written communication skills (English language), analysis and problem solving skills as well as excellent time management and organizational skills.
The general support functions of a service desk agent include:
Monitor and work on relevant incidents assigned to the ServiceNow support queue
Provide the first line of support for all inquiries and incidents, providing resolution or workarounds where possible and based on established runbooks/knowledge articles/scripts
Refer to Standard Operating Procedures and FAQs for user inquiries and provide response support
Upkeep support procedures collaborating with client SMEs and project teams. This includes enhancement of documentation, runbooks and knowledgebase articles
Coordinate escalation/hand-off of L2 issues to Business SMEs including follow-up to ensure ticket/incident/request closeout
Diagnose whether issues are due to the SAP environment, technical extensions such as integrations, or to user understanding
Escalate incident/s (as needed) and assign to L2 technical teams for further triaging and Problem management/RCA, with follow-up to ensure ticket/incident closeout
Help maintain information about problems, workarounds, and resolutions as part of Knowledge Management
We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This temporary role may be eligible for the following:
- Medical, dental & vision
- 401(k)/Roth
- Insurance (Basic/Supplemental Life & AD&D)
- Short and long-term disability
- Health & Dependent Care Spending Accounts (HSA & DCFSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
Pay and Benefits
The pay range for this position is $40.00 - $55.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully remote position.
Application Deadline
This position is anticipated to close on Jun 9, 2025.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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.