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+.