Service Desk Team Lead

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Supervise call center operations, encompassing incident management, quality assurance, and tier escalation for all supported channels including phone, email, chat, and self-service.

• Analyze Service Desk request trends and generate analytical reports.

• Provide first-tier technical support and collaborate with the VP of US Operations to organize and uphold the U.S. Service Desk operational schedule.

• Maintain constant availability to respond to urgent issues as they arise.

• Facilitate staff development through coaching, mentoring, and training sessions.

• Oversee the creation and management of training policies and procedures for Service Desk personnel.

• Cover shifts as necessary to accommodate team absences due to illness or scheduled leave.

• Promote and embody the ServiceTec 'culture of service' in all professional interactions.

⛳️ Requirements

• College diploma or university degree in Computer Science, Information Technology, or a related field.

• 3-5 years of relevant work experience.

• Demonstrated experience with ticketing applications and providing level 1 or 2 support to a large organization (1000+ employees).

• Experience in airport environments is preferred but not mandatory.

• Knowledge/Certification in the following systems is a plus: Server/domain controller/storage array systems, Desktops and PC hardware, Installing/configuring printers, Microsoft Operating Systems.

• Certification in at least one of the following areas: A+, Net+, or Security+, or equivalent as approved by ServiceTec.

• ITIL Foundations training/qualifications are advantageous.

• PCI DSS Compliance certification is preferred.

🏝️ Benefits

• Comprehensive healthcare benefits: Medical and Dental.

• 401K plan with employer matching.

• Paid time-off and sick leave.

• Paid Military Leave.