Job Title:
Team Lead, Service Desk

Company: Dataprise

Location: port saint lucie, FL

Created: 2024-04-20

Job Type: Full Time

Job Description:

About the role: We are looking for a talent Team Lead to oversee our Tier 2 team of Service Desk Engineers. This role is integral to the day to day operations of our 24X7X365 global Service Desk.*** This position will work hybrid out of our Port St. Lucie, FL office***What You'll Do:Serve as an escalation point for the team for technical issues, questions about processes, and to strategize the best approach to customer issuesAct as a role model to the team by providing mentoring and guidance to new hires on the teamAssist the Technical Engineering Center management team with mentoring, communicating, developing, and training new team membersPerform spot checks of the ticket queue to ensure that tickets are assigned and addressed as quickly as possibleCreate a motivating environment so the team is as focused and productive as possible throughout the dayBe a change agent on the team by checking in with the team and continually seeking out ways to improve the employee experience and optimize efficienciesEnsure that team members are completing their administrative tasks such as follow-up's and overhead submissions in a timely mannerAssist with evolving, fine-tuning, and implementing new processes to ensure the team is operating at maximum efficiency levels and manage various initiatives to help the department improveServe as a back-up to the department head when unavailable or out of officeProvide telephone, remote, email support and troubleshooting to Dataprise customers involving the following technologies: advanced Firewalls, advanced Windows server, advanced Exchange server, SSL Certificates, VMWare, Citrix, VoIP, Microsoft Office Applications, Office 365Other duties as assignedWhat Skills & Experience You'll Need:Several years of prior experience in a service deskcall center environmentStrong hands-onpractical experience with the following technologies: Windows Server, Exchange Server, Small Business Server, Active Directory, Citrix, Firewalls (e.g., SonicWall, Watchguard), DNS, DHCP, VMware preferredVast knowledge of Dataprise processes, procedures, products, and servicesPrevious experience in a leadership role andor a desire to pursue a leadership path at DatapriseExperience working as a member of the TEC at Dataprise for at least 6 monthsAttention to detail and a keen sense of ownershipExceptional organization skills and oralwritten communications skillsThe ability to work in a fast-paced environmentStrong verbal and written communication skillsA willingness to respond to occasional communication from staff after-hours and on weekendsStrong problem-solving skills and the ability to mitigate conflict and address challenging situationsLeadership skills to allow mentoring of junior team membersA Bachelor's degree in a related field preferredIndustry certifications such as MCSE, ITIL, CompTIA A+, CompTIA Network+, MTA - Technology Associate, MCSA Office 365, MCSA Windows Server 2016Team Lead Success FactorsTeam Leads will be measured on several key performance indicators assessed during quarterly performance reviews, including but not limited to:Meet or exceed workgroup and PODs performance metrics monthlyTickets closure rateVoice MTTEElectronic MTTEMToTCSATTeam Leads will be expected to grow hisher technical skillset through regular continuing education and certifications and technical trainingDataprise Diversity Commitment:At Dataprise, we celebrate what makes us unique: our people. We believe in fostering a diverse and inclusive work environment that seeks and embraces thoughts and ideas from all different backgrounds. We welcome everyone and are committed to providing equal employment opportunity regardless of race, gender, gender identityexpression, religion, ethnicity, disability, national origin or sexual orientation. We are #DataprisePROUD!Dataprise is an Equal Opportunity Employer