• IT Operations
  • Nashville, TN, USA

IT Service Desk & Support Team Lead

Our mission is to help people exceed their goals through transformational employee experience - and we practice what we preach. In fact, isolved has been recognized as a Great Place to Work-Certified ™ company, which is an achievement that was validated through our own employee feedback. We believe that when you have a healthy culture, you move from a company to a team - and teamwork is one of our core values. In every department throughout the organization, our people go above and beyond to support each other because when one person wins, we all win. As part of the isolved team, you will be equipped with the tools and resources needed to help you excel in your career - including professional development opportunities, amazing benefits and a welcoming workplace where you will experience a true sense of belonging.

IT Service Desk & Support Team Lead

The Team Leader of the IT Service Desk has previous experience managing support teams & implementing support ticketing software & streamlining process around the function. Candidates will love to interact with people, helping them fix their tech issues, and finding joy in building a process around this. They will lead a team of Service Desk technicians for a region of the U.S. responsible for end user computing, service desk, executive support, ITSM / ITIL processes & functions, and will help with the oversight of desktop deployments and fulfillment processes. With a strong focus on collaboration this position will work to ensure the delivery of world class customer service & technical support and will strive for optimal employee satisfaction and user experience for desktop technologies. This position will also embrace and influence the adoption and implementation of Agile ITSM methodologies. Candidates will help ensure proper tracking and reporting of performance & delivery metrics and service level agreements (SLAs).

Supervisory Responsibilities:

  • Participates in recruiting, interviewing, hiring, training & retaining Tech Support Specialists
  • Leads and directs staff to ensure their team is operating efficiently and providing impeccable customer service to employees.
  • Provides constructive and timely performance guidance, mentoring, and oversight
  • Participates in the discipline and termination of employees in accordance with company policy
  • Provides coaching, mentoring, goal setting, and performance guidance to team
  • Reviews, approves, and oversees financial decisions & requests

Principal Responsibilities

  • Assist Service Desk Director to implement our support, desktop, AV, and telephony solutions
  • Provides updates/improvements/reporting/etc. across the support technology solutions
  • Provide Tier-1 & Tier-2 support for more than 40 different IT services and 1500+ employees
  • Participate in training of employees on IT tools & services, optimizing end-user experience.
  • Participates in creation of standards, operating procedures, and other documentation
  • Manages the team's schedules and plan for fluctuations in staffing
  • Participates in the team's development, delivery, and personnel performance
  • Helps define, own and report on operational metrics & KPI's to drive continuous improvements.
  • Conducts customer service coaching for their team
  • Helps to manage and maintain after-hours/weekend servicing & support
  • Ensures quality of team's delivery and execution
  • Strong skills in emotional intelligence, verbal & written communication, and collaborative conflict resolution
  • Work closely with procurement & other teams to manage, maintain, deploy, and install office AV, desktop hardware, and peripherals for employees and branch offices
  • Assists procurement team to manage & maintain hardware & software asset inventories
  • Contributes to the strategic thought leadership of the Enterprise Services Desk organization
  • Helps lead IT Servicing, Desktop Support, & IT systems fulfillment operations for their region
  • Strong experience using servicing automation tools (ServiceNow, JIRA, ServiceDesk+, etc.)
  • Helps automate servicing & support processes using industry recognized tools & solutions
  • Perform other duties as assigned

Essential Requirements

  • 3+ years of service desk management experience
  • Must have good leadership and technical abilities
  • Must have a customer-service background, with great attention to detail
  • Strong verbal and written communication skills
  • Must be motivated, organized, and work well under pressure
  • Must be able to work well with minimal and/or remote direct supervision
  • Must have a strong sense of urgency and ability to prioritize
  • Thrives in a fast-paced, diverse, and highly collaborative team environment.

Preferred Qualifications:

  • Degree in an IT related field preferred.
  • Experience managing functions through achievable scalable growth: individual contributors and leader/managers, remote and local, blended teams of employees, contractors, and outsourced development.

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow.

isolved offers competitive total rewards including health & welfare benefits, career development and advancement opportunities, 401k match, annual merit and pay for performance bonus eligibility and a flexible, safe work environment.

Isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities, but is merely the most accurate lists for the current job. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice

Location: This position will be based in the USA (office or remote) and will require minimal travel.

Duration: This is a full time, permanent position.

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