Summary/Objective
The Service Desk Lead position will work under the supervision of our client contact and the administration department to act as the first point of contact and liaison between client and HTG, and to streamline communication and responsiveness between both partners.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Assist team members with troubleshooting technical issues.
- Collaborate with the team to analyze existing operations, identify risks and redundancies, and help prioritize and coordinate improvements to the Service Desk.
- Lead "Service Desk Standups” as needed (Frequency TBD)
- Communicate highlights, lowlights, and risks to the manager daily.
- Complete daily reviews of Call Metrics and Team Performance; reporting key issues to the manager.
- Lead data gathering and validation of RCAs tied to problem events and review with the manager.
- Coordinate directly with Field Operations and Operation Support teams for critical or high-priority work and provide informational recaps to the manager.
- Bridge the gap between business and technology, translating business requirements for the team and vice versa, and communicating technical challenges and limitations to the business.
- Research, evaluate, and recommend new technologies, processes, and tools to enhance development capabilities.
- Develop and document processes and procedures, storing them in a system of record (KB Articles in ServiceNow). Regularly review existing documentation and processes to ensure they remain applicable amid ongoing changes in client technology landscapes.
- Advocate for using ServiceNow and Service Desk.
- Performance evaluations, Quality monitoring/scoring, all Human Resource issues coordinated with HTG Leadership
- Responsible for improving team morale and ongoing skill development.
- Partner with Manager and Vendor Success Manager to Shift work left.
- Ability to provide excellent customer service via phone and email, even when dealing with potentially difficult end users
- Possess intermediate writing, proofreading, and editing skills to update tickets
- Proficient in all department and company policies, procedures and processes
- Report consistently and on time to work
- Attend all work-related meetings and conference calls
- Perform other work-related duties as assigned
- Able to backfill for other client positions as required.
Exclusions:
- Does not make final decisions on business strategy.
- Does not handle budget allocations or financial oversight.
- Is not the primary point of contact for external stakeholders.
Competencies
- Excellent attention to detail
- Excellent written and verbal communication skills
- Exceptional phone etiquette and customer service skills
- Organized
- Ability to effectively manage time and meet deadlines and quotas
- Effective Problem Solving/Analysis, often under pressure
- Ability to multi-task and manage competing priorities
- Technical Capacity
- Strong decision-making skills
- Ability to communicate and cooperate with both internal and external stakeholders
- Ability to work in a team and take direction well
- Be open to feedback on communication style.
- Put yourself in others' shoes when communicating.
- Ask questions and over-explain when necessary.
- Let go of the need to know the most about technology.
Performance Metrics
Candidate shall work with Manager to determine specific targets for measuring effectiveness within the subject technology area. Examples:
- Weekly "1-1s ": Adherence to schedule, quality of communications.
- Daily Review of Metrics and Health Dashboards: Timeliness and accuracy of reviews and reports.
- RCA Coordination: Number of completed RCAs, accuracy and thoroughness.
- Coordination with other teams: Effectiveness and quality of coordination and informational recaps.
- Bridge Between Business and Technology: Success in translating business requirements and communicating challenges.
- Documentation and Process Management: Number of processes documented, frequency of reviews, processes improved.
Supervisory Responsibility
Limited supervisory capacity, acts as the leader for the Service Desk team assigned to the client, with the assistance of HTG administration.
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, headsets and photocopiers.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to read, write, talk and hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Position Type/Expected Hours of Work
This is a full-time position, and hours of work and days are Monday through Friday, 6 a.m. to 6 p.m. Your work schedule will be determined with your manager as client coverage dictates and may be subject to change. Occasional evening and weekend work will be required as job duties demand.
Travel
Minimal travel is expected for this position.
Required Education and Experience.
- COMPTIA A+ Certification or equivalent experience
- Ability to work flexible shifts and after hours as job demands
- 1year customer service experience, preferably in an IT capacity.
Preferred Education and Experience
- COMPTIA Network + or equivalent experience
- Previous IT help desk or service desk experience strongly preferred
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.