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Service Desk Team Lead

National Technology Management
Bingham Farms, MI
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

National Technology Management is seeking a Service Desk Team lead at our Bingham Farms office. We are looking for a tenacious and highly motivated team member to work in a fast paced Managed Services Support environment. Our diverse clients include medical, construction, dental, non-profit, manufacturing, and retail as just some of the spaces we work in. As a Managed Service Provider, we provide technologies surrounding access control, video surveillance, business VoIP solutions, disaster recovery, network infrastructure, cybersecurity, cloud-based technologies, and network cabling.

The Service Team Lead is responsible for recommending and maintaining the overall service delivery strategy and best practice standardization for installation and support. Create and manage processes that will boost the level of productivity, enhance excellence in communication and monitor the level of service delivery to determine areas of lapses. Ensures the technical team is communicated to, follows process and procedures, acts as technical escalation, and assists in identifying root cause to resolution of day-to-day issues. They will assist with projects and work with other team members to implement new services and platforms. Collaborate with leadership to brainstorm on ideas and strategies to enhance customer experience in the organization.

Objectives

  • Lead technical team by recommending best practice and standards, document, train and ensure the team is following them.
  • Verify the customers overall infrastructure health and performance, patching, firmware versions, backups, etc. meet the service agreement.
  • Ensure the team is following the NTM process and procedures and make recommendations when change is essential.
  • Acts as escalation to the team and management for technical issues.

Essential Responsibilities

  • Recommend, implement, and manage processes and standards to improve efficiencies in service delivery.
  • Identify new opportunities for improving company systems and ensure the appropriate adoption of relevant and up-to-date technologies.
  • Manage Service Order SLA's and work with the technical team to handle appropriately.
  • Identify root cause issues and work to resolve them leveraging the team, technologies, and vendors.
  • Take measures of crisis management to control all effects that may arise from customer problems and complaints to avoid escalation.
  • Drive adoption of company culture and core values throughout the helpdesk team.
  • Hold technical training session and assist in the development of team members.
  • Participate in special projects.
  • Keep up on changing technologies, patches, and services.

Requirements

  • Strong technical leadership skills and the ability to hold team members accountable.
  • Experience in similar role, or support role with a minimum 2yrs experience.
  • Have or obtain at least 2 certifications in current technologies, i.e.; Firewall, cloud, cybersecurity, or IT Operational support (CompTIA) within the first 6 months of employment.
  • Excellent technical, diagnostic, and troubleshooting skills.
  • Top notch customer service skills, experience with customer relations with all levels of an organization.
  • The ability to identify trends and recommend resolutions to minimize rework.

National Technology Management

Why Work Here?
Growing IT company, great culture, cutting edge technologies! Personal Growth and challenges. Come learn the IT business the right way.

Address

30400 Telegraph Road

Bingham Farms, MI
USA

Industry

Technology

Website

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