IT Service Desk Engineer/Team Lead at Somerville, MA Onsite


On Site
Depends on Experience
Full Time


("Desktop Support Engineer" or "Deskside Support Engineer" or "Help Desk Support Engineer" or IT Service Desk Engineer or Service Desk Engineer)
(Installation or Configuration or Troubleshoot)
(AD or Active Directory or Active Directories)

Job Details

Title : IT Service Desk Engineer/Team Lead

Location : Somerville, MA onsite

Term : Fulltime/Permanent


Job Descriptions Below:


  • Represent the organization well by interacting in a professional, courteous, and positive manner with all clients. 
  • Serve as the main escalation point for the Client Support Specialists 
  • Handle escalations from our client contacts. 
  • Respond quickly and accurately to all client requests. 
  • Understand your level of authority when making commitments with clients. 
  • Listen for concerns and identify areas requiring further attention from the management team. 
  • Communicate all issues immediately to internal management. 
  • Monitor day-to-day service desk operations. 
  • Monitor ticket queues and ensure tickets are being followed up on per client and agreements. 
  • Monitor agent ACD skills and adjust as needed throughout the day to ensure SLAs are being met. 
  • Coordinate teammate training with the Client Support Specialists to ensure full coverage for clients during all scheduled coverage hours. 
  • Monitor and review daily reports. 
  • Monitor agent performance. 
  • Monitor calls for all assigned agents to ensure standards are being met. 
  • Monitor tickets for all assigned clients to ensure accuracy and quality. 
  • Work with all assigned agents to ensure individual KPI goals are being met. 
  • Publish weekly and monthly reports. 
  • Perform and publish daily call and ticket audit reports. 
  • Aid in identifying scheduling gaps or areas of improvement. 
  • Keep the company agent schedule up to date with all schedule changes and PTO requests. 
  • Coverage for all PTO requests as needed. 
  • Ready to support in 24/7 shift pattern. 
  • Complete Work from office. 



  • 3+ years of helpdesk experience in a call center environment. 
  • 2+ years of supervisory or team lead experience within a helpdesk. 
  • Strong technical knowledge of Microsoft Office 2010-Office365, Windows 7 – 10, Active Directory,VPN, etc. 










Deepak Kumar

Infinite | Exciting times...infinite possibilities…

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