A successful IT Service Desk Team Lead should be able to implement all strategies for all IT operations and supervise efficiently while working with all IT staff members and be able to prepare orientation programs for all new employees and ensure compliance to all deadlines and provide upgrades to all systems as required.
Coretek Services holds exceptional standards for customer service, not only for the clients we support, but also for our employees. It is our expectation that the person in this role likes to work with others and will help them solve problems and find solutions with a positive attitude and helpful spirit.
Essential Duties and Responsibilities:
- Ability to properly prioritize and see to completion multiple commitments while accurately tracking time.
- Enthusiasm for IT and technology. Self-motivated, with initiative and a ‘can do’ attitude. Ability to motivate and direct staff members and subordinates.
- Oversee the development, implementation, and administration of help desk staff training procedures and policies.
- Proven technical, problem solving and troubleshooting ability.
- Providing value to Coretek clients and ensuring best in class customer experience
- Developing and maintaining SLA/KPI metrics
- Leading, motivating, coaching and empowering team members
- Must be cognizant of completing timelines and various technical tasks of a project.
- Must demonstrate a strong technical acumen along with attention to detail.
- This will be a cross-functional role supporting multiple projects in a lead technical capacity.
- Willing to work outside normal office hours from time-to-time when required.
- Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
- Other tasks required
Requirements
- 5+ years’ IT Support experience required
- 1+ years of experience leading teams
- ITIL certification or equivalent experience
- Advanced understanding of operating systems (Microsoft Windows 10, 8, 7, OS X, iOS and Android), Office 2007 / 2010 / 2013 / 2016
- Advanced knowledge of computer hardware, peripherals, basic networking concepts and Microsoft Office applications
- Working experience with Office365, Google Apps, and Microsoft Outlook profile configuration
- Basic understanding of domain-based networks, such as file and print shares mail and application servers.
- Basic knowledge of mobile devices and tablets and mobile device management
- Basic Active Directory management as it relates to user account creation and modification, security and distribution groups
- Hands-on working experience with router, firewalls, switches, VPN devices and wireless and other networking technologies, including TCP/IP, DNS amp; DHCP.
- Excellent attitude, phone etiquette, written and verbal communication, and people skills
- AA, BA/BS degree or equivalent experience preferred