Team Lead, Service Desk

Serve as the Team Lead to a team of Service Desk Level 0/1 associates including daily performance adherence, special project liaison, managing ITSM ticket tool, Knowledge Management, metric production and analysis, new hire and advanced staff training, annual performance management via CMP, and other duties as assigned.

• Provide leadership for the daily operations of the service desk and assigned team’s performance including schedule adherence, operational metrics, and individual performance metrics
• Analyze team’s performance to identify problem areas, non-compliance to team guidelines, and training opportunities on an individual basis including regular coaching, one-on-one training, and performance improvement plans
• direct reports on Career Development Plans, Diversity and Inclusion discussions, and annual goal attainment.
• Regularly review team’s ticket assignments and resolutions and perform call audits to ensure standards of quality are met routinely
• Act a liaison with customers to enhance their satisfaction by providing guidance, assistance and follow-up to customer inquiries unresolved by Associates.
• Actively participate in team training sessions for new hires, refresher training, and new technology deployments
• Collaborate with functional leads in the development and maintenance of department processes, knowledge management, and quality assurance to deliver solutions aimed at continuous improvement and support readiness
• Point of contact for escalations as needed for unresolved incidents, Customer/Associate satisfaction, and interdepartmental conflicts.
• Lead post-critiques of incident and requests to look for ways to improve customer satisfaction.
• Work closely with the aligned Business Technology teams to ensure continued improvements and knowledge growth including new technology rollouts, identification of new L1 resolvable issues, and improvements the overall incident process
• Assist in special projects as assigned.
• Perform additional duties as required.

• 4 years of college or equivalent experience is preferred

• Specialized skills in specific areas of Service Desk support
• IT Service Management (ITSMv3) Certification preferred
• Microsoft Certified Systems Engineer (MSCE) Certification is a plus
• Proficient with the Microsoft Office

Experience:

• 5 Years of experience in Service Desk or similar environment
• Proven leadership, negotiating and conflict resolution skills
• Exceptional customer support and interpersonal skills
• Excellent Written and Verbal Communication (with a focus on listening); Superior telephone etiquette
• Bilingual – English and Spanish/French a plus
• Requires strong interpersonal skills including initiative, problem analysis, attention to detail and sound judgment when making decisions
• Business Process Management experience
• Ability to multi-task and open to assigned flexible hours and on-call rotation
• Successfully completes required Service Desk training objectives
• Ability to resolve technical issues and conduct system checks
• Ability to communicate resolutions using business terminology
• Requires extensive working knowledge of enterprise hardware/software concepts, including all supported Microsoft Office products, Active Directory, JIRA and network management tools
• Ability to exhibit professionalism in team environment while working with all levels
• Ability to perform advanced troubleshooting in an effort to identify root cause and resolve the issue or reassign the ticket as needed
• Work Schedule:
• Monday to Friday, 12:00 PM to 10:00 PM CT (We move 1 hour ahead during Daylight Savings Time Nov – March. ).
• Working at the Office: Tuesday, Wednesday, and Thursday

• Hybrid (3 days working at Ultra park II Lagunilla, Heredia)
• Private Medical Insurance
• Asociacion Solidarista
• Life Insurance
• Personal Day Off