World Class Support for IT Systems at Airports
Service Desk Team Lead
Location
Virginia
Posted
78 days ago
Salary
$65K - $70K / year
Seniority
Senior
Job Description
Service Desk Team Lead
ServiceTec
• Oversee call center operations, including incident management, quality assurance, and tier escalation for all supported channels such as phone, email, chat, and self-service. • Monitor Service Desk request trends and produce analytical reports. • Deliver first-tier technical support and collaborate with the VP, US Operations to organize and maintain the U.S. Service Desk operational schedule. • Maintain constant availability to address urgent matters as they arise. • Lead staff development through coaching, mentoring, and training sessions. • Direct the creation and management of training policies and procedures for Service Desk personnel. • Fill in for shifts as needed to cover for team absences due to illness or scheduled leave. • Uphold and champion the ServiceTec 'culture of service' in all professional interactions.
Job Requirements
- College diploma or university degree in the field of Computer Science, Information Technology, or related field
- 3-5 years equivalent work experience
- Proven experience with ticketing applications and providing level 1 or 2 support to a large business or organization (1000+ employees)
- Experience working in airports is preferred, but not a requirement
- Knowledge/Certification in the following systems is advantageous: Server/domain controller/storage array systems, Desktops and PC hardware, Installing/configuring printers, Microsoft Operating Systems
- Certified in at least of the following areas: A+, Net+, or Security+, or equivalent as deemed acceptable by ServiceTec
- ITIL Foundations training/qualifications advantageous
- PCI DSS Compliance certification preferred
Benefits
- Excellent healthcare benefits: Medical and Dental
- 401K including an employer match
- Paid time-off and sickness leave
- Paid Military Leave
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