Service Desk Team Lead

Los Angeles (Century City), CA 90067

Employment Type: Perm Job Category: Desktop Job Number: 20240

Job Description

Service Desk Lead 

Duties and Responsibilities:
• Day to day management of Service Desk Analysts, Senior Analysts, consultants
• Oversee the daily operation of Service Desk functions that include first level phone, email and walk-in support, logging of incidents and requests in the service management system, etc.
• Ensure the highest level of service delivery for all clients within the firm
• Accountable for providing leadership, direction, mentorship and coaching 
• Ensure that individual and team responsibilities are performed in a timely, consistent, and responsive manner
• Verify the quality, accuracy and timeliness of responses and actions taken by the Service Desk team
• Prioritize workloads and balance conflicting demands, provide delegation on tasks and manage escalations as appropriate
• Provide guidance and advice on specific tasks and requests
• Manage weekly staff meetings
• Provide ongoing performance feedback to team members and monitor trends in individual and team performance
• Identify training requirements for team and train all team members as part of the onboarding process, and all existing team members on new processes or requirements
• Identify issues and make recommendations that will improve processes and procedures
• Function as the Primary Partner Support and VIP contact
• Assist in strategic initiatives through brainstorming and implementation, etc.
• Manage vendor accounts and relationships
• Manage special projects as assigned

• BS/BA in Computer Science, Business Administration or equivalent experience
• Certifications Desired may include:
  • HDI Certifications

  • ITIL/ITSM V.3 Foundation Certification

  • Six Sigma Green belt (min) Certifications

  • Microsoft Certifications

  • CompTia Certifications (A+/Sec+/Net+)

• Minimum of 6-10 years of working experience in Technology / Service Desk
• Must have proven track record of ability to maintain confidentiality of sensitive firm data
• Strong problem-solving and analytical skills
• Ability to design & document processes
• Intermediate level Excel skills; familiarity with formulas & Pivot tables
• Focused attention to detail and high standards for quality and accuracy in work product
• Ability to work effectively under pressure and in a rapidly changing environment in order to meet deadlines
• Track record of strong performance
• Competencies:

  • Excellent interpersonal and written communication skills

  • Excellent client services skills

  • Exceptional problem-solving, quantitative and analytical skills

  • Proven lead management skills

  • Sense of urgency and eagerness to please attitude

  • Self-motivated and driven with ability to multi-task and to work effectively in a dynamic environment

  • Professional, collaborative, service-oriented, solutions-oriented

• Ability to motivate and direct team members and subordinates
• Advanced knowledge of computer hardware, computer software, printers and printing, scanning and multifunction devices, as well as computer peripherals
• Experience leading a staff in a Service Desk operation
• Experience with ITIL based ticket tracking systems such as ServiceNow and automatic call distribution systems
• Demonstrates commitment to providing Quality Customer Experience (QCE)
• Talent for creatively utilizing technology, people and processes to solve unique business problems in a cost-effective manner

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