• The Service Desk Team Lead is responsible for tasks and processes related to Team Coordination, Service Desk Support and Customer Service
• Team Coordination:
  • Handle the training of new Tier 2 Service Desk Engineers
  • Assist Tier 2 Service Desk Engineers in managing their workload
  • Ensure call and email queues are being monitored appropriately
  • Mentor, coach, motivate Tier 2 Service Desk Engineers
  • Assist in the escalation of cases from Tier 1 engineers to Tier 2 engineers
  • Serve as a technical resource for your team
  • Review metrics to help ensure we are hitting targets
  • Work with Director of Support Services to implement new Service Desk processes as they are announced.
  • Take disciplinary action as needed
  • Hold regularly scheduled check-ins with Tier 2 Service Desk Engineers
  • Complete monthly reports on team metrics
  • Conduct annual evaluations for Tier 2 Service Desk Engineers
• Service Desk Support:
  • Provide end user technical support to clients as needed
  • Escalate issues quickly and efficiently to minimize disruption
• Customer Service:
  • Respond to customer issues and challenges such as escalated cases and survey responses
  • Maintain strong customer service skills when dealing with clients, vendors and other Tech Impact partners
  • Advise Account Management of client support or recurring technical issues
  • Advise the Director of Support Services of client support or technical issues for all clients

• Three to five years of Service Desk experience required.
• Supervisory experience preferred.
• Experience working with network infrastructure such as servers, firewalls, switches, etc. required.
• Advanced Azure/M365 experience strongly preferred.
• MSP experience is a plus.
• Strong organizational skills and ability to work independently.
• Excellent verbal and written communications skills.
• Strong customer service skills.
• Work well independently and within a team environment.
• Manage multiple projects simultaneously with tight deadlines.
• Frequent exposure to new and challenging problems.
• Excellent troubleshooting techniques.
• Ability to manage customer expectations and deliver the highest quality customer service.
• Ability to translate technical information to non-technical users.
• Strong attention to detail.
• Flexible, able to multi-task, and enjoy working in a diverse, results-oriented workplace.
• Passion about the job and a little sense of humor.

• When applying for this role, please submit a cover letter, resume, references, and samples or links to your portfolio site

• Please note this is a remote position however candidates will need to be located in one of the following states: AR, CA, CO, DE, FL, GA, IA, IL, IN, KY, MD, NC, NJ, NV, NY, OH, PA, TN, VA, WA, WI, WV

• As an equal-opportunity employer, we provide equal employment opportunities to all applicants and associates. All qualified applicants for employment will be considered without regard to an individual's race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, physical or mental disability, medical condition, family care status, marital status, domestic partnership status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. We also consider qualified applications regardless of criminal histories consistent with legal requirements.
• ADA Specifications: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
• Requires the ability to use a computer and other office-related equipment.

Department: Tech Services Team
This is a full time position