Senior Service Desk Team Lead

Senior Service Desk Team Lead

Main Responsibilities

· Coach and assist in removing any impediments to help drive employee engagement and performance;

· Motivate staff to achieve team and organizational goals;

· Organize social events and activities to help drive employee happiness and team cohesion;

· Encourage open communication and collaboration;

· Provide regular feedback and recognition to help drive employee engagement;

· Support employee well-being and work-life balance to help drive employee happiness and performance;

· Perform activities related to the incident and Change Request management;

· Analyze and maintain the backlog of requests/tasks/incidents/stories to comply with SLA;

· Load balance and reassign requests between team members when needed to avoid SLA violations;

· Monitor and follow up the tasks assigned to a team member;

· Quality control of the resolved requests/tasks/incidents/stories to validate that they comply with your team policies and SOPs;

· Write and create IT reference material, technical documentation, training documentation, and user guides;

· Conduct daily morning team meetings to coordinate tasks;

· Conduct weekly team meetings to follow up on your team’s goals, KPIs, challenges and other topics.

· Attend the weekly OPS meeting to provide updates on your team’s Goals, KPIs and Challenges.

· Train and onboard new team members;

· Track training courses progress for each team member;

· Assist team members in resolving requests/tasks/incidents/stories;

· Streamline and facilitate communication between the different teams (Projects, Help Desk and SA);

· Facilitating discussion, decision-making, and conflict resolution within the team;

· Coordinate vacation requests within the team to comply with the company's vacation policy;

· Liaise with clients, vendors and suppliers when needed;

· Monitor and report to the direct supervisor any impediments or suggested improvements provided by team members;

· Participate in the development and implementation of policies and new initiatives that support the strategic planning of the company;

· Participate in strategic meetings, make recommendations and provide solutions to improve your team's efficiency;

· Assist in defining and maintaining the Goals and KPI of team members;

· Provide performance reports to the direct supervisor and each team member

Requirements

· Minimum of 7 years of experience as a Team Lead

· Experience with leading System Administrators

Pay: From $80,000.00 per year

Work Location: In person