Service Desk Technical Team Lead

IT, Analysis, BASIC, Windows
Full Time

Job Description

Service Desk Technical Team Lead

Job Description

Service Desk Technical Team Lead - CoStar Group - San Diego, CA


We are looking for an experienced Service Desk Technical Team Lead to join our team. In this role, you will help manage the productivity of CoStar Group employees by being the main escalation point of contact for information and problem resolution. This is accomplished by possessing a proven track record of managing a technical team to successfully maintain staffing levels, training and certification requirements, problem management and resolution processes and customer satisfaction via SLA and employee management. Great customer service should be your motto by being a self-starter, problem solver and excellent communicator. You can juggle multiple projects each urgent and competing for your time.


  • Ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
  • As a Player/Coach, p rovide guidance, assistance, coordination and follow up on client questions and problems or malfunctions of all systems applications, hardware and software installed and maintained by the company .
  • Participate in establishing telephone support rotation s providing support to employees in offices across the US via remote assistance tools .
  • Document problems and solutions in the internal knowledge base.

  • Inform upper management of potential problems and identifies problem trends .
  • A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team .
  • Provide data and reporting of KPI's and trends to management as needed. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed).
  • Analysis of business unit metrics to seek improvements in efficiency and productivity.
  • Any other duties and special projects as assigned


  • Bachelor's degree from an accredited college in IT or a related field of study
  • 1-2 years of management experience.
  • 5 + of experience in corporate IT or Service Desk.
  • Experience supporting Windows 10 workstations, Macs , Active Directory, Microsoft Office Suite and Windows File Permissions.


  • O365 Admin experience
  • Experience supporting mobile devices such as iPads, iPhones , etc .


Founded in 1987, CoStar Group is the leading provider of commercial real estate information, analytics, and online marketplaces. Our suite of online services enables clients to analyze, interpret and gain unmatched insight on commercial property values, market conditions and current availability. Behind some of the most well-known brands in the industry, CoStar Group includes CoStar, the largest provider of CRE research and real-time data; LoopNet, the most heavily trafficked mobile and online real estate marketplace;, the premier rental home resource for renters, property managers and owners; STR, the leading provider of performance benchmarking and comparative analytics to the hotel industry; BizBuySell , the largest online marketplace for businesses-for-sales; and Lands of America, the leading operator of online marketplaces for rural real estate.

Headquartered in Washington, DC, CoStar Group maintains offices throughout the U.S. and in Europe, Canada, and Asia with a staff of over 4,300 worldwide.


Working at CoStar Group means you'll enjoy a culture of collaboration and innovation that attracts the best and brightest across a broad range of disciplines. In addition to generous compensation and performance-based incentives, you'll be supported in both your professional and academic growth with internal training, tuition reimbursement, and an inter-office exchange program.

Our benefits package includes (but is not limited to):

  • Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug

  • Life, legal, and supplementary insurance
  • Commuter and parking benefits
  • 401(K) retirement plan with matching contributions
  • Employee stock purchase plan
  • Paid time off

  • Tuition reimbursement
  • On-site fitness center and/or reimbursed fitness center membership costs (location dependent), with yoga studio, Pelotons, personal training, group exercise classes, as well as Segways and bikes available for use during the day
  • Complimentary gourmet coffee, tea, hot chocolate, prepared foods, fresh fruit, and other healthy snacks

Be part of a team of professionals enjoying the opportunity to learn, do, and grow in a rewarding atmosphere. But don't just take our word for it -- see why our team chose to work at and stay at CoStar Group:

We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply. However, please note that CoStar is not able to provide visa sponsorship for this position.

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CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing
Dice Id : 10100023
Position Id : R25836
Originally Posted : 1 month ago
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