Service Desk Lead

Job Summary

The Service Desk Team Lead is a pivotal role responsible for providing leadership, coaching, and supervision to our Service Desk Analysts. We seek a highly motivated individual to ensure the team's high-quality service delivery, manage performance, handle critical incidents, and contribute to continuous improvement within the service desk.

Responsibilities

People Manager

• Communicate team goals and identify areas for new training or skill checks.
• Process all disciplinary actions.
• Directly manage and lead a team of Service Desk Analysts.
• Provide coaching, guidance, and ongoing development to team members.
• Foster a positive and collaborative team environment that promotes performance, quality, and customer service excellence.
• Conduct regular one-on-one meetings and performance reviews with team members.
• Organize team-building activities to enhance team cohesion.

Operations Manager

• Collaborate with the Service Desk Supervisor to identify and implement improvements to the incident logging system for enhanced efficiency.
• Contribute to overall business success by improving the customer experience and work performance within the team.
• Provide feedback to the supervisor and SD Analysts to enhance work performance and customer satisfaction.
• Assist in establishing, maintaining, and continuously improving operational processes, policies, and procedures.
• Handle complex customer inquiries and complaints, escalating when necessary.
• Perform deep dive analysis on escalated tickets.
• Collaborate with and support IT Service Desk, Engineering, and DT team members.
• Attend all operational and project-related scheduled meetings as required.
• Ensure that the Service Desk actively participates in improving the usability and reliability of Auxis services.
• Monitor and analyze team Key Performance Indicators (KPIs) on a daily basis.
• Perform Incident and Request Queue Management, ensuring timely and appropriate ticket assignments.
• Conduct quality assurance evaluations for the team.

Workforce Manager

• Manage workforce scheduling for optimal coverage.
• Make recommendations for skill and priority changes.

Skills and Experience

Technical Competencies

• Knowledge of or training in best practices or IT frameworks, such as ITIL, with an ITIL Certification being desirable.
• Proficiency in Microsoft Office Suite, including Word, Outlook, PowerPoint, and Excel.
• Advanced knowledge of Active Directory, O365, network-shared printers, and drives.

Experience

• Minimum of 2+ years working experience in technical support.
• Minimum of 2+ years working experience in supervising or managing a technical support team of 5 or more individuals.
• Demonstrated expertise in utilizing and interpreting common Key Performance Indicators (KPIs).

Education

• A university degree in business, management, related field, or equivalent experience.

Technical Certifications

• O365 Fundamentals (Nice to Have).

Personal Competencies

• Excellent written, verbal, and interpersonal skills.
• Commitment to quality results, customer satisfaction, and continuous improvement.
• Self-motivation, independence, and proactive problem-solving skills.
• Strong ability to collaborate within a team environment.
• Adaptability and flexibility.
• Service orientation and active learning mindset.
• Strong decision-making and organizational skills.
• Commitment to ethical standards and organizational policies.
• Demonstrated skill in integrating, developing, and consolidating a successful working team.

Language Skills

• Proficiency in English and Spanish (Oral and writing with a minimum of C1 level proficiency in both languages being a requirement).

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About Auxis

Auxis prioritizes employee growth and development to help you advance your career. Auxis’ culture empowers you to be your best in the interest of a common team goal. We are constantly striving to improve our culture and environment and have invested in tools to continue to have a better visualization of the pulse of our organization.