Job Closed
This listing is no longer active.
Unleashing the Power of Business through the Transformative use of Next Generation Technology.
Service Desk Team Lead
Location
United States
Posted
104 days ago
Salary
0
No structured requirement data.
Job Description
Service Desk Team Lead
Net at Work
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Net at Work Service Desk focuses on providing excellent experience through quick and efficient support while leveraging a high level of communication. Our client base is diverse, consisting of all ranges of technology, including Apple, Google, Microsoft, and Linux. The Shift Team Lead is responsible for guaranteeing our clients receive excellent experience during the designated shift. This role will be responsible for all performance metrics of the Service Desk team and will ensure the team is responsive, efficient, and fully utilized for every shift. The Service Desk team is measured by efficiency metrics including: - First Call Resolution (FCR) - Time to Response and Resolution - Service Level Agreements (SLAs) - Other standard metrics The Shift Team Lead will also be handling tickets daily and assist with escalations before moving to the next level of support. Success in this role is dependent on the Service Desk team’s performance, customer satisfaction, and overall efficiency to meet our customers’ expectations. Successful candidates are self-motivated, possess a sense of urgency, and can demonstrate critical thinking and exceptional interpersonal skills. Strong familiarity with Managed Services is preferred. Qualifications - 2+ years working within the Managed Services Provider (MSP) field - 1+ years mentoring or coaching team members - 1-2 years implementing break/fix solutions for workstation and server infrastructure - Advanced knowledge of Microsoft Windows and macOS - Basic Microsoft Windows Server experience - Basic networking knowledge including protocols like TCP/IP, DNS, DHCP and SSLVPN - Understanding of client/server relationship regarding networking - Knowledge of Active Directory, Entra ID and InTune - Advanced troubleshooting skillset pertaining to printers, workstation hardware and other peripherals - Basic understanding on how Email protocol works - Experience using SaaS and IaaS services including Microsoft 365 and Entra - AZ-900 Certification is a plus - Familiarity with IAM solutions and concepts, Google Workspace and AV/EDR solutions - Ability to be empathetic with clients during critical incidents - Ability to manage major incidents including communication to clients, technical direction, and internal communication - Strong organizational and time management - Self-starter with a bias towards action and attention to detail - Experience building and publishing Standard Operation Procedures (SOPs) Requirements - Act as a player coach providing regular feedback and improvement opportunities to team members - Promote a collaborative environment - Support the onboarding of new hires through training, daily check-ins and process review - Perform quality assurance checks including listening to recordings, reviewing tickets and ensure team members are following proper workflows - Utilize situational awareness when working with high profile customers or situations - Client contact for scheduling adjustments and engineer statuses in real time - Work with leadership to help communicate any widespread outages with clients and engineering teams when discovered - Lead team by providing technical and procedural guidance to team members - Ensure tickets are completing their lifecycle quickly and efficiently - Work closely with other pod team leads and engineers to ensure tickets are being prioritized properly - Assist with Incident Management when high impact events occur - Assist with taking support phone calls and tickets during high volume events - Support the team with triaging and prioritizing incidents and requests - Maintain engineer calendars for proper capacity planning - Ensure ticketing statuses and boards comply at start, during, and end of shift - Able to identify potential problems or outages in a timely manner and escalate to leadership where necessary - Daily review of reporting dashboards for ticket volumes, statuses, and engineer utilization and report to leadership any issues and/or concerns - Ensure all KPIs and metrics are meeting goals (FCR, SLAs, Time to Resolution, Average Response Time etc) - Support Service Desk Leadership to ensure team is meeting KPI goals - Meet with Technical Services Manager weekly to review Service Desk performance - Ensure team is submitting daily entry of time within current ticketing platform and keeping tickets updated - Create new and adjust current Standard Operation Procedures to make service desk more efficient - Collaborate with leadership team regarding suggestions to improving our processes and workflows Benefits - Base salary range: $75,000 to $85,000 - This position is also eligible for a bonus in accordance with the terms of the Company's plan - Health and Welfare (Medical, Dental, Vision) - Accident, Critical Illness, and Hospital Indemnity - Employee Assistance Program (EAP) - Life and AD&D Insurance - Short- and Long-Term Disability Insurance - Flexible Spending Accounts - Transportation and Parking Accounts - Health Savings Accounts (with company contribution) - Retirement Planning (401k with matching contribution) - Legal Benefits - Identity Theft Protection - Pet Insurance - Wellness Program Offerings - Paid Time Off, accrued per pay period based on years of service starting at 15 days annually - 8 Paid Holidays per year, including 1 floating holiday
Job Requirements
- 2+ years working within the Managed Services Provider (MSP) field
- 1+ years mentoring or coaching team members
- 1-2 years implementing break/fix solutions for workstation and server infrastructure
- Advanced knowledge of Microsoft Windows and macOS
- Basic Microsoft Windows Server experience
- Basic networking knowledge including protocols like TCP/IP, DNS, DHCP and SSLVPN
- Understanding of client/server relationship regarding networking
- Knowledge of Active Directory, Entra ID and InTune
- Advanced troubleshooting skillset pertaining to printers, workstation hardware and other peripherals
- Basic understanding on how Email protocol works
- Experience using SaaS and IaaS services including Microsoft 365 and Entra
- AZ-900 Certification is a plus
- Familiarity with IAM solutions and concepts, Google Workspace and AV/EDR solutions
- Ability to be empathetic with clients during critical incidents
- Ability to manage major incidents including communication to clients, technical direction, and internal communication
- Strong organizational and time management
- Self-starter with a bias towards action and attention to detail
- Experience building and publishing Standard Operation Procedures (SOPs)
- Act as a player coach providing regular feedback and improvement opportunities to team members
- Promote a collaborative environment
- Support the onboarding of new hires through training, daily check-ins and process review
- Perform quality assurance checks including listening to recordings, reviewing tickets and ensure team members are following proper workflows
- Utilize situational awareness when working with high profile customers or situations
- Client contact for scheduling adjustments and engineer statuses in real time
- Work with leadership to help communicate any widespread outages with clients and engineering teams when discovered
- Lead team by providing technical and procedural guidance to team members
- Ensure tickets are completing their lifecycle quickly and efficiently
- Work closely with other pod team leads and engineers to ensure tickets are being prioritized properly
- Assist with Incident Management when high impact events occur
- Assist with taking support phone calls and tickets during high volume events
- Support the team with triaging and prioritizing incidents and requests
- Maintain engineer calendars for proper capacity planning
- Ensure ticketing statuses and boards comply at start, during, and end of shift
- Able to identify potential problems or outages in a timely manner and escalate to leadership where necessary
- Daily review of reporting dashboards for ticket volumes, statuses, and engineer utilization and report to leadership any issues and/or concerns
- Ensure all KPIs and metrics are meeting goals (FCR, SLAs, Time to Resolution, Average Response Time etc)
- Support Service Desk Leadership to ensure team is meeting KPI goals
- Meet with Technical Services Manager weekly to review Service Desk performance
- Ensure team is submitting daily entry of time within current ticketing platform and keeping tickets updated
- Create new and adjust current Standard Operation Procedures to make service desk more efficient
- Collaborate with leadership team regarding suggestions to improving our processes and workflows
Benefits
- Base salary range: $75,000 to $85,000
- This position is also eligible for a bonus in accordance with the terms of the Company's plan
- Health and Welfare (Medical, Dental, Vision)
- Accident, Critical Illness, and Hospital Indemnity
- Employee Assistance Program (EAP)
- Life and AD&D Insurance
- Short- and Long-Term Disability Insurance
- Flexible Spending Accounts
- Transportation and Parking Accounts
- Health Savings Accounts (with company contribution)
- Retirement Planning (401k with matching contribution)
- Legal Benefits
- Identity Theft Protection
- Pet Insurance
- Wellness Program Offerings
- Paid Time Off, accrued per pay period based on years of service starting at 15 days annually
- 8 Paid Holidays per year, including 1 floating holiday
Related Guides
Related Categories
Related Job Pages
More Bilingual Jobs
• Support school administrators by processing requests for both new enrollments and withdrawals • Maintain student files and records that are both clerical and academic in nature • Perform routine administrative duties • Facilitate communications with various stakeholders • Track receipt of requested records to ensure required timelines are met • Fulfill records requests for withdrawn students within prescribed time frames • Send special programs notification letters and testing results to parents • Create and maintain student files in special programs operating systems • Maintain K12 and state student-level special programs databases and records • Ensure system accuracy, file and data audits • Monitor and update Child Find Report and follow up on child find inquiries • Create customized reports for various departments as requested • Assist with Special Programs audits and projects as requested • Ensure that school personnel comply with the Family Educational Rights and Privacy Act (FERPA)
Centralized Refill Support Pharmacy Technician
St. Elizabeth HealthcareSt. Elizabeth Healthcare is on a mission to provide patients with compassionate and comprehensive care. As an employer, the company aims to foster a culture where team members valu
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Reports to the Manager of Ambulatory Care Pharmacy, the Centralized Certified Pharmacy Technician is primarily responsible for management of electronic medication refill requests to support St. Elizabeth Physicians’ offices in providing timely responses to patient health care needs. This position may be responsible for a variety of duties, including: - Processing medication refills according to protocols - Providing customer service - Communicating with providers and office staff - Medication prior authorization assistance - Working with patients and health care teams for patient medication assistance guidance - Other duties as assigned The Centralized Certified Pharmacy Technician is responsible for compliance with all HIPAA regulations and is always responsible for creating a positive impression with patients, family members, and internal or external coworkers or contacts. Qualifications - CPhT (Certified Pharmacy Technician) through PTCB or NHA exam - Kentucky Board of Pharmacy Technician Registration - High School Diploma or GED - PTCB or NHA certification - KY Board of Pharmacy Technician Registration - 1 year of work experience in a pharmacy setting is required Requirements - Communicates via EMR or verbally with physicians/clinicians/pharmacists and other staff about any patient concerns/issues related to medications or other needs encountered during the call - Understands the intricacies of patient medication assistance programs, third party medication tier structure/formularies and prior authorization processes - Ensures all information on the patient encounter is complete, accurate, and follows established workflow protocols - Ensures completion of medication refills, PA requests - Ensures accurate and timely distribution of other patient requests - Uses customer service principles and techniques to deal with patients calmly and pleasantly - Other duties and responsibilities as assigned are completed in a timely, thorough, and accurate basis Benefits - Remote Work Eligible (Must live within 1 hour from Erlanger KY to be considered) - No Nights, Holidays, or Weekends - Paid Time Off - Medical, Dental, and Vision - 403b with Match - Opportunity for Career Growth Other Required Skills and Knowledge - Knowledge of current practice management and electronic medical record systems (training provided) - Critical thinking and problem solving - Customer service skills that reflect a patient-centered attitude - Understanding of pharmacy calculations and medical terminology - Demonstrated ability to work successfully in a team-based decision-making culture - Demonstrated ability to work independently resulting in effective outcomes and on-time performance - Experience in planning and coordinating multi-disciplinary communications strategies, strategic initiatives, and events - Must respond and follow through with requests promptly - Must work carefully and precisely with attention to detail - Must utilize resources wisely - Performs duties willingly and with initiative - Shares necessary information so co-workers can do the same - Cooperates with other departments and work groups
Purchase Processor - VA
Priority Title & Escrow, LLCPriority Title & Escrow is headquartered in Virginia Beach. Our experienced professionals take pride in delivering efficient, accurate, and market-priced real estate solutions. We are leading the settlement services industry across the country with our local expertise and national reach. Priority Title & Escrow blends the latest technology with local insight and nationwide expertise to produce settlement solutions our clients can count on. Fast. Efficient. Accurate. Smart. Work with people who share your priorities – the best in the business – and gain an advantage over the competition. Become a part of Priority Title & Escrow’s Team today!
Description Company Description Priority Title & Escrow is headquartered in Virginia Beach. Our experienced professionals take pride in delivering efficient, accurate, and market-priced real estate solutions. We are leading the settlement services industry across the country with our local expertise and national reach. Priority Title & Escrow blends the latest technology with local insight and nationwide expertise to produce settlement solutions our clients can count on. Fast. Efficient. Accurate. Smart. Work with people who share your priorities – the best in the business – and gain an advantage over the competition. Become a part of Priority Title & Escrow’s Team today! Role Description Real Estate Purchase Processors are responsible for the coordination of the purchase closing. Processors are in contact with Real Estate Agents, Lenders, Buyers, Sellers and other title companies to accomplish the goal of closing. Duties and responsibilities - Respond to customer and client inquiries received via phone, fax or emails in a timely fashion in a professional, courteous, pleasant and personable manner. - Review Title Binder for any outstanding deeds of trusts, judgments, liens and provide to other title company (when applicable) for review. - Review Contracts for all verbiage as to seller concessions, termite, home warranties, commissions, home warranties and other specifics. Update the file accordingly. - Obtain payoff information, client information, reach out to obtain any payoffs from local utilities, HOA/Condo associations or any parties needing to be paid off to close. Run bankruptcy & patriot searches on all current owners and borrowers. Order any surveys needed. - Prepare deeds, judgment affidavits, continuous marriage, estate docs, trust docs, any other documents needed for that particular file, making sure to meet the state specific requirements. - Collaborate with the lender and other title company to balance the figures on the CD or HUD1, which includes confirming the settlement statements include the correct figures to include but not limited to recording costs, payoffs, settlement fees, taxes, storm water fees, commissions, transaction fees, home warranties etc. All involved agents need to review and approve the settlement statements prior to closing as well. - Schedule closing with the borrowers and if the closing is taking place out of the area, locate and assign a notary using SnapDocs. - Confirm files are balanced and the wire amount given by the lender is correct; make sure all invoices match checks before providing to post closing. - Prepare closing packages (either by printing them or uploading them to the notary) for customer signature. - Follow up on receipt of all signed seller documents needed in order to disburse. - Help post-closing with anything needed to record and disburse. - If files are short and/or rejected processors to recover any monies owed and to correct any additional problems that may arise after closing. - Processors are to maintain close relationships with all parties to continue with the growth of business including but not limited to: Agents, in office relationships, management, sales and overall personal growth. Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. Requirements Qualifications - High school diploma or equivalent required. - Additional education or training in real estate, finance, or a related field preferred. - Previous experience in real estate, title & escrow, or mortgage lending preferred. - Virginia Real Estate Title experience preferred. - Strong attention to detail and organizational skills. - Excellent communication and interpersonal abilities. - Ability to multitask and prioritize tasks in a fast-paced environment. - Proficiency with relevant software and technology. - Knowledge of real estate laws and regulations, particularly related to refinance transactions. - Commitment to maintaining confidentiality and professionalism. Physical Requirements - Ability to sit or stand for extended periods of time. - Manual dexterity and fine motor skills required for typing, writing, and handling documents. - Ability to lift and carry boxes or files weighing up to 25 pounds. - Visual acuity and ability to read small print on documents. - Hearing and verbal communication skills necessary for conducting phone calls and in-person interactions. - Flexibility to occasionally work extended hours or weekends to meet deadlines or accommodate client needs. Schedule - Core business hours are 8:30am-5:30pm - Monday through Friday - 40 hours per week Work Location - This is a remote position with preference to candidates currently residing in our active payroll states: AL, AR, AZ, CA, CO, DE, FL, GA, ID, IL, IN, KS, KY, LA, MA, MD, MI, MN, MO, MT, NC, NE, NM, NV, NY, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, WA, WV, & WY. - Applicants must be currently authorized to work in the United States. - May be able to work in-office at our Virginia Beach, VA, if local. Job Type: Full-time FLSA Status: Non-exempt
M&T Realty Capital Corporation is a wholly-owned subsidiary of M&T Bank. As a full-service mortgage banking company, we specialize in providing competitive financing nationwide for commercial real estate. Overview: Position is responsible for the processing of Agency/HUD/Life Company loans originated by M&T Realty Capital Corporation in accordance with program requirements. Will work directly with all involved parties including, but not limited to, borrower/customer, broker/correspondent, originator, screener, underwriter, closer and delivery and is responsible for providing assistance to the underwriting team with the preparation and completion of mortgage loan applications. Primary Responsibilities: - Prepare and maintain application exhibit checklist for internal and external parties. - Follow all policies and procedures regarding the processing of loan applications. - Schedule and attend internal and external kickoff and weekly due diligence calls. - Collect and organize application exhibit documents and review for completeness, consistency, and accuracy. Communicate findings to the underwriter and originator. - Save all documentation in the Document Management System. - Interact and communicate with internal and external parties in a timely manner on questions related to the transaction. - Review organizational charts/documents to identify all relevant parties to the transaction for purposes of due diligence requirements. Prepare required Agency/HUD/Life Company forms and certifications and send to borrower contact for completion. - Obtain and review credit reports, flood determinations, internet searches and other due diligence items as assigned, review for completeness, accuracy and identify findings/deficiencies. - Obtain quotes, engage, monitor receipt, and review all third-party reports (Appraisal, Engineering, Environmental, Green, Zoning, Seniors Operation and Management and/or other reports) as required by Agency/HUD/Life Company and product type. - Ensure completeness and accuracy of Agency/HUD/Life Company application exhibits to submit to Agency/HUD/Life Company and assemble electronic/hard copy versions as applicable. - Assemble Loan Packages for Committee review and Approval as required by program type. Compile all approved signatures into a single loan package for distribution. Save approved loan package in the document management system. - Provide guidance to less experienced staff - Serve as a point of reference for questions and identify and develop process improvements and efficiencies. - Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis. Identify risk-related issues needing escalation to management. - Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management. - Promote an environment that supports belonging and reflects the M&T Bank brand. - Complete other related duties as assigned. Education and Experience Required: Bachelor's degree and three years of multifamily/commercial real estate or similar experience or in lieu of a degree, 7 years combined education and multifamily/commercial real estate or similar experience Strong knowledge of Microsoft Office products, especially Word and Excel. Excellent verbal and written communication skills. Strong interpersonal skills with the ability to interact with all levels of personnel and customer base. Individual must be self-motivated, detail oriented and have strong time management skills. Excellent organizational skills. Ability to handle issues with external parties in a professional manner in conjunction with the team. Must be able to meet deadlines, prioritize and handle multiple assignments, and adapt to change in a high volume and deadline oriented environment. The ability to work both independently and in a team environment. Education and Experience Preferred: Prefer experience in real estate and/or multifamily real estate and banking. Multifamily loan processing experience a plus Desire and ability to work extra hours to complete assigned tasks and deadlines Why Choose MTRCC: We are 1 of 5 US-based lenders offering Fannie Mae, Freddie Mac, FHA, bridge loans, life company, debt funds and other capital source relationships Our parent company, M&T Bank, is one of the largest commercial real estate lenders in the United States. We leverage the power of our balance sheet and other financial services to provide a wide array of resources to fit our clients’ needs. Approved Fannie Mae DUS® and Freddie Mac Optigo® lender since 1989 One of the nation’s leading firms providing FHA-insured multifamily mortgages and an approved MAP lender with 30+ years of experience We offer a competitive Multifamily Bridge Loan Program aimed at providing customers with shorter-term financing solutions as a bridge to closing on an agency or life company execution Our long-standing relationships with numerous life insurance company investors gives us flexibility during the term of a loan www.mtrcc.com M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $62,200.00 - $103,600.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation. The range listed above corresponds to our national pay range for this role. The specific pay range applicable to you may vary based on your location. Location: Clanton, Alabama, United States of America



