Service Desk Team Lead (Work from home – VeIT)

Service Desk Team Lead (Work from home – VeIT)

Sourcefit
Local
1 month ago
Local
Sourcefit is hiring a
Posted 1 month ago

The Service Desk Team Lead is responsible for maintaining Team KPIs, team ticket flow and completion, maintaining personal KPIs, and team client satisfaction.

What’s in it for you?

-Health Insurance (HMO)

-Competitive Salary

-Expanded maternity leave up to 120 days

-Allowances

-Paid Time offs (Vacation Leaves Are Convertible to cash if unused)

-Companywide events

-Fun & Relaxed environment

Job Details:

Service Desk Team Lead

Work from home

Shifting Schedule (possibly working day, mid, night shift as well has holidays and weekend) | The Team is covering a 24/7 Schedule

Training Schedule: Monday to Friday | 9 PM to 6 AM (About 2 weeks)

Minimum Internet Speed Required: 25 MBPS

Travel to the US might be a possibility

Responsibilities:

•Serve as the first point of contact for Tier 1 and 2 Engineers

•Coordination of Ticket Escalation

•Maintain Team KPIs

•Maintain Team Client Satisfaction

•Direct report to Service Desk Managers

•Team training and growth

•New Engineer training and coaching

•Determine the best solution based upon the issue and details provided by customers

•Walk the customer through the problem-solving process

•Escalate unresolved issues to the next level of support when needed

•Provide accurate information on IT products or services

•Record events and problems and their resolution in ticketing system

•Manages client tickets and using team resources to ensure client satisfaction and ticket metrics are achieved

•Represent Visual Edge Technology professionally to all interested parties including customers, prospects, and outside vendor partners

•Adherence and commitment to Visual Edge Technology Core Values

•Process oriented, with great attention to detail

•No direct reports. Not responsible for management tasks (hiring, discipline, salary, PTO/Time Off requests, etc)

•Maintain personal training and growth

•Other duties assigned

Qualifications:

•At least 6 years’ experience working in a technology solutions environment

•At least 2 years’ experience Leading and Managing a team of 7 – 10 HC

•Excellent English written and verbal communication skills

•Experience with Windows Desktop Operating Systems (Windows 7-10)

•Experience with Microsoft Office Applications (Word, Excel, etc.)

•Experience using a ticketing and time management system

•Knowledgeable of office automation products, databases and remote control

•Good understanding of computer systems, mobile devices, and other technical products

•Strong decision-making and problem-solving abilities

•Strong interpersonal and relationship building skills

•Strong passion for customer service

•Exceptional organizational skills and the ability to handle multiple tasks concurrently. 

•Able to drive vehicle from site to site to provide technical support for our customers.

•Ability to learn quickly in a fast-paced environment

How do you apply?

To learn more and apply, visit us at link or click the Apply Now Button below.

No Sign up Required :)

Sourcefit

8 WFH job/s active

Other WFH jobs at Sourcefit

Service Desk Team Lead (Work from home – VeIT)

1 month ago

EDI Support Specialist (Work from home – CP)

2 months ago

EDI Support Specialist (Work from home – CP)

2 months ago

Tier 3 Support Engineer (Work from home – VeIT)

2 months ago

Tier 3 Support Engineer (Work from home – VeIT)

2 months ago

Browse WFH Categories

Find the jobs that matter to you

Search

Search

Search

Search

Job Category

Job Category

Job Type

Job Type

Job Level

Job Level

Sort

Sort
Send this to a friend