Job Description

WHAT THIS JOB ENTAILS: 

 The Remote Service Desk Support Team Lead provides supervision to client specific teams while also being responsible to troubleshoot and fix desktop/computer hardware and software issues striving to deliver excellent customer service to the end-user. The role requires leadership, ability to manage a diverse set of individuals, ability to multitask, prioritize, and client communications. The role will lead the development, maintenance, operations, continual service improvement and support of global IT service offerings, related service delivery, policies, processes and client user experience.  

SCOPE: 

• Directs subordinates to complete tasks using established guidelines, procedures and policies.

• Monitors daily operations of a unit or sub-unit. Requires full knowledge of the area of functional responsibility.

• Uses professional concepts and company objectives to resolve complex issues in creative and effective ways

• Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors

YOUR ROLES AND RESPONSIBILITIES:

• Oversee day to day service operations, monitor and timely report to clients on service delivery metrics.

• Manage employee performance, setting objectives, and conducting regular team and individual performance reviews

• Lead must be willing to receive feedback from direct reports and management - open and honest communication is key for success of the team and the 

• Manage poor performance with improvement plans, additional training and support, etc, 

• Manage the training program/team (trainer, assessors, mentors) and sign off on duties as learned

• Observe training needs and relay needs and requests to Training team and Corporate office

• Regular communication and reporting to stakeholders, with a focus on service metrics, KPIs, improvements, opportunities and challenges

• Be responsible for managing day-to-day internal service desk operations including but not limited to: staffing coverage for 24x7 operation, incident management, service request fulfillment, service catalog, service desk reporting, SLAs & OLAs, service desk knowledge management, knowledge base articles & SOP’s, standard operating procedures, best practices, and workflows, end user documentation, policy management, workforce utilization & management, service desk continual service improvement initiatives, service desk team onboarding/off-boarding, and innovation

• Participation in weekly syncs and review meetings

• A portion of time is normally spent performing individual tasks related to the unit or sub-unit. 

• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

REQUIRED QUALIFICATIONS/SKILLS:

• Bachelor’s degree (B.S/B.A) from four-college or university and 5 to 8 years’ related experience and/or training; or equivalent combination of education and experience 

• Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.

• Networks with key contacts outside own area of expertise

• Determines methods and procedures on new assignments and may coordinate activities of other personnel

• Ability to work independently with minimal supervision

• Excellent coordination skills and a team player

• Ability to identify issues and escalate as needed

• Excellent written and oral communication skills

• Strong interpersonal and customer service skills

• Experience with hardware, software, and network troubleshooting  

• Experience with software application use and installation

• Ability to resolve technical issues under pressure

PHYSICAL DEMAND & WORK ENVIRONMENT:

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing

• Must have the ability to move from place to place within an office environment

• Must be able to use a computer

• Must have the ability to communicate effectively 

• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

WHAT CAN ASTREYA OFFER YOU?

• Employment in the fast-growing IT space providing you with a variety of career options

• Opportunity to work with some of the biggest firms in the world as part of the Astreya delivery network

• Introduction to new ways of working and awesome technologies

• Career paths to help you establish where you want to go

• Focus on internal promotion and internal mobility - we love to build teams from within

• Free 24/7 accessible Professional Development through LinkedIn Learning and other online courses to give you opportunities to upskill at your own pace

• Education Assistance

• Dedicated management to provide you with on point leadership and care

• Numerous on the job perks

• Market competitive compensation and insurance, health and wellness benefits

Additional Information Astreya Partners is an equal employment and affirmative action employer. We evaluate qualified applicants on merit and business needs and not on race, color, religion, creed, gender, sexual orientation, national origin, ancestry, age, disability, genetic information, marital status, veteran status or any other factor protected by law.