Job Description
Compass Pointe has partnered with a client in the Edgewood, MD area that is looking to hire a Service Desk Team Lead. This is a customer focused role, looking for someone with good communication skills and wants to grow within the organization. This position is a onsite role, requiring you to be in office M-F.
REQUIREMENTS:
5 years minimum professional experience working for an IT consultant firm.
Experience with office 365, Azure, Hyper-V, VMware
Understanding of Servers and Network equipment.
Experience with Active Directory, DHCP, VPN, LAN, WAN, DNS, and Firewalls
Strong technical background with excellent customer service skills.
Experience with Veeam Backup and Replication
Understanding of Microsoft Windows and Exchange Server
Clear driving record.
Keeps up to date on emerging technologies
JOB RESPONSIBILITIES:
Lead the day-to-day operations and handle escalations for the Service Desk.
Ensure established SLOs and KPIs are met across the remote support channel.
Train and mentor service desk staff to improve technical knowledge and customer service skills.
Assign incoming tickets to the appropriate resources based of skillset and workload.
Collaborate with internal team to ensure tickets are resolved efficiently and accurately.
Assist with scheduling and logistics for client visits.
Establish best practices through the remote support channel.
Perform ticket deep dives for quality assurance and to ensure procedures are being followed.
PREFERRED CERTIFICATIONS:
ITIL, CompTIA A+, or Network+.