We are looking for a Team Lead Service Desk. This is a direct hire/perm opportunity requiring onsite work in Chandler, Arizona.
Responsibilities:
- Oversee all processes related to Service Desk operations.
- Monitor the work of Service Desk staff and share updates and concerns with the department lead.
- Provide ongoing training in technology, procedures, and service quality standards to Service Desk Technicians.
- Create and maintain detailed Service Desk documentation (KBAs).
- Identify opportunities for automation and assist in developing automation systems.
- Participate in research, planning, scoping, implementation, and ongoing support for projects.
- Maintain an inventory of hardware, software, and support assets.
- Provide tier 1, tier 2, and tier 3 IT support.
- Enforce IT standards and educate associates on compliance issues.
- Lead meetings and work sessions to determine status and remove blockers for the team.
- Motivate the team to deliver timely ticket resolutions with superior quality.
- Report accurate quality metrics and improvement ideas.
- Advocate for quality in every interaction and adhere to QA best practices.
- Stay updated through educational opportunities and regular training.
Preferred Qualifications:
- Associate degree in computer science or related field preferred.
- 3-5 years of experience in a related field required.
Job Type: Full-time
Pay: $28.00 - $35.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance
Experience level:
Schedule:
- Monday to Friday
- On call
- Weekends as needed
Experience:
- Help desk: 3 years (Required)
- Windows: 1 year (Required)
Ability to Commute:
- Chandler, AZ 85226 (Required)
Ability to Relocate:
- Chandler, AZ 85226: Relocate before starting work (Required)
Work Location: In person