Service Desk Lead

San Antonio, TX 78006

Job Category: Information Technology Job Number: 144996

Job Description

Job Title:               Service Desk Lead

Location:               San Antonio, Texas, US - 78006

Job Type:               Contract

Duration:               6+ Months

About Our Client: Our Client is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Our Client works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Our Client drives innovation to improve the way the world works and lives

Job Description:

  • The Service Desk Team Lead will manage the Service Desk Agents who provide telephone coverage and direct response to clients.
  • The Team The lead will make sure that the help desk team members deliver flawless customer service in managing incidents and service level agreements, also monitoring the duties of the Service Desk team members to ensure clients' inquiries are promptly attended.
  • Coordinate the Service Desk team members in their daily duties of attending to client’s inquiries and facilitate good customer service culture in the team members.
  • Ensures delivery of a high-quality service within agreed upon SLA's
  • Manages performance and sets direction and priorities for individuals and team
  • Assigns clear accountabilities and performance expectations
  • Addresses underperformance when needed
  • Develop, implement and maintain a culture of continuous improvement
  • Functions positively in a technological and team-based environment
  • Maintains production standards
  • Train the technical support staff on solving common systems-related problems
  • Define, maintain and document all team-related processes
  • Provide recommendations to higher-level management on the development of goals, objectives, and priorities for the operation. Recommend and establish objectives for the workgroup and special projects to achieve these overall goals, objectives, and priorities. Recommend and implement process improvements for the workgroup.

Required Qualifications:

  • Working knowledge of Microsoft Windows 7, Windows 10, and Office programs (Excel, Word, Outlook)
  • Must be able to type a minimum of 45 wpm
  • Strong interpersonal communication skills with both internal and external customers
  • Must have good leadership skills
  • Strong verbal and written communication skills are required
  • Must have good judgment in handling client and team member problems
  • Ability to work flexible work schedules to include any shift during operational hours
  • Ability to multi-task navigating multiple systems
  • Help desk ticketing system Service Now
  • Familiar with Microsoft Active Directory to administer user accounts, groups, distribution lists and other AD resources
  • Networking experience understanding of VPN, LAN, WAN, and wireless
  • Understanding protocols and services including IPv4, TCP/IP, DNS, and DHCP
  • Knowledge on Cisco voice systems

About ASK: ASK Staffing is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Staffing connects people with amazing opportunities

Reach Out To A Recruiter

Recruiter:         Jack Smith

Email:               jacks@askstaffing.com

Phone:               678-203-2378 

Meet Your Recruiter

Jack Smith
Resource Specialist

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