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Service Desk Team Leader

Waltham, MA

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Service Desk Team Leader

Job #700760360
**MEMBERS ONLY**SIGN UP NOW***. is looking for a Service Desk Team Leader to join our growing office in Waltham, MA. This is a direct-hire, full-time role covering Monday - Friday 8:30 AM - 5:00 PM. The Team Leader will support and manage a group of Service Desk Engineers and/or Coordinators. They will be proficient in their ability to communicate with impact, apply critical thinking and possess leadership skills. The Team Leader will act as a role model, resolve complex issues and provide continuous coaching and feedback. They will also monitor calls for quality, track Service Desk Engineers performance behaviors, identify areas for improvement and follow progressive counseling as necessary. Team Leader will develop talent by identifying Service Desk Engineers strengths and providing the opportunity for project work. Time management and organizational skills will be crucial for this Team Leader as they manage the day-to-day responsibilities in a fast-paced, deadline driven environment. Additionally, the Team Leader role will have responsibilities participating in conducting new hire on-boarding and training, interviewing candidates for the Service Desk Engineer role participate in meetings to improve communications and efficiencies, promote employee recognition programs, act as a point of contact for a small portfolio of clients and conduct monthly team meetings. Job Responsibilities (Manage direct reports in the following capacity): • Monitor calls for quality, provide performance coaching and feedback. • Track attendance and performance of team and individuals • Assign work to team members and make them accountable for their work • Provide input into performance management and terminations. • Assist in performance ratings of team members at year end. • Manage the queue of calls to ensure service levels are maintained • Implement Process Improvements for Team. Recognize, evaluate and identify areas for improvement. • Resolve participant escalations/issues without further escalation by providing superior customer service. • Interviewing candidates, providing input on hiring, training, client meetings, client tours, team meetings • Analyzes Service Desk trends to identify opportunities to improve the quality IT offerings • Provides creative out of the box” thinking. • Provide customer service and satisfaction in the area of desktop Service Desk Operations • Assist in authoring, maintain, adherence to and improve operating policies, procedures and associated documentation. • Contribute to and manage additional special projects assigned by the clients and or management team. • Potential 7x24 after hours support & On-call rotation; must have internet access from home. • Travel may be required - must have personal transportation. Job Requirements: • 3-5 years of work experience in a Call Center/Service Desk practice. • Minimum of 2 yrs.' experience managing people in Call Center/ Service Desk practice. • Personal Effectiveness Ability to communicate, influence, lead and manage self-development and leadership thinking • Able to present point of view to gain buy in and drive change. • Gains insight from big picture to enhance tactical steps. • Must be detail oriented while handing multiple concurrent tasks and/or projects with minimal supervision. • Ability to work independently and manage up • Thrives in an environment of multiple shifting priorities. • Strong analytical skills; excellent oral and written communication skills; excellent problem-solving skills; ability to think strategically and act tactically. • Strong communication and documentation skills required: this person must be able to incorporate the best ideas from the team, as well as drive acceptance of his/her own architectural and technical concepts. Relating to Others Treating others with respect, developing and maintaining successful relationships, building great teams and collaboration • Sought by others as a leader to resolve issues or help problem solve. • Proactively initiates key relationships to collaborate and pool resources with internal and external partners. • Able to address conflict with others constructively. • Effective at building trust in relationships with employees and managers. • Manages different audience needs with a customer-focused orientation. • Able to work independently and successfully in team environment and interface effectively with senior- level customer representatives. • Ideas and Information Strategic thinking and planning, innovation, creativity in problem solving and decision-making • Offers ideas and suggestions to support achievement of goals. • Applies concepts of project management & resource allocation. • Understands big picture and creates effective solutions through understanding cause and effect. • Sees the big picture and begins to advocate for strategic recommendations. • Must be capable of forward thinking to plan for future technology needs and foresee trends. • Ability and desire to quickly learn new technologies and concepts.
Updated 07/13/2018

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