The Opportunity :
The Team Lead, IT Service Desk is responsible for the overall delivery of IT end-user support. With a combined focus on customer services and technical know how, you will lead the daily operations for the IT Service Desk.
Success in this role will require a habitual commitment to continual improvement, engagement, with a strong focus on customer and team and a willingness to go above and beyond.
Don’t miss this opportunity to work with one Equitable’s most dynamic teams. We might be years-old, but we have our eye on the future with digital transformation.
Apply today and make a difference!
What you’ll do :
Lead the day-to-day operations and outcomes of the IT Service Desk environment including escalation, workflow, and process execution
You’ll be responsible for functional management and prioritization, workload planning and resource assignment, mentoring, training and escalation support for team members
Support the manager in providing performance assessments of team members and actively participate in the interviewing and onboarding process
Take end-to-end accountability and responsibility for assigned tickets and issues
Provide 1st level Incident / Request management support to IT end-users, having emphasis and focus on first call / level resolution
Act as a 2nd tier problem solving expert to address, identify root cause, and resolve problems.
Place a heavy focus on continuous service improvement, efficiency, automation and innovation in the management and delivery of Service Desk process and operations
Drive the collection, analysis, and interpretation of key performance indicators for IT services health
What you’ll need :
Tech Expertise & Skills
Eight years of IT experience and three years in a senior technical service capacity
Core certification should include ITIL v3 Foundations and / or Microsoft certifications are strong assets
A Strong knowledge of and experience with ITIL IT service management processes (specific experience working within Incident, Problem, Change, Service Level, and Service Desk competencies)
Experience with enterprise IT Service Management service systems, with emphasis on call management, analytics, performance management, escalations, and process integration.
Strong to expert knowledge of Microsoft Windows desktop platforms and Microsoft Office applications
You are a trusted team player who builds bridges by developing highly effective relationships with senior management, peers, and operational staff
You have strong communication (written / verbal) and negotiation skills with experience conveying complex, technical information to non-technical audiences
You can handle extremely critical and sensitive information with the strictest confidentiality and privacy
You show high integrity by owning a problem and saying no to sloppy
You let your work results do the talking for you. Your work is a serious matter, but you take yourself a little less seriously