IT Service Desk Team Lead

Why Work Here

• Headquarters is in Charlotte, NC
• Recently expanded to nearshore
• isolved ranked for SMB Payroll in 2023 Sapient Report
• Voted top places to work in USA 2023

Job Description

The isolved IT Service Desk Team Lead 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).

Core Job Duties

• Participate in recruiting, interviewing, hiring, training & retaining Tech Support Specialists.
• Lead and direct staff to ensure team is operating efficiently and providing impeccable customer service to employees.
• Provide constructive and timely performance guidance, mentoring, and oversight.
• Participate in the discipline and termination of employees in accordance with company policy.
• Provide coaching, mentoring, goal setting, and performance guidance to team.
• Review, approve, and oversee financial decisions & requests.
• Assist Service Desk Director to implement our support, desktop, AV, and telephony solutions.
• Provide 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.
• Participate in creation of standards, operating procedures, and other documentation.
• Manage team schedules and plan for fluctuations in staffing
• Participate in team development, delivery, and personnel performance.
• Help define, own and report on operational metrics & KPI's to drive continuous improvements.
• Conduct customer service coaching for the team.
• Help to manage and maintain after-hours/weekend servicing & support.
• Ensure quality of team's delivery and execution.
• Work closely with procurement & other teams to manage, maintain, deploy, and install office AV, desktop hardware, and peripherals for employees and branch offices.
• Assist procurement team to manage & maintain hardware & software asset inventories.
• Contribute to the strategic thought leadership of the Enterprise Services Desk organization.
• Help lead IT Servicing, Desktop Support, & IT systems fulfillment operations for their region
• Strong experience using servicing automation tools (ServiceNow, JIRA, ServiceDesk+, etc.)
• Help automate servicing & support processes using industry recognized tools & solutions.
• Perform other duties as assigned.

Minimum Qualifications

• Strong skills in emotional intelligence, verbal & written communication, and collaborative conflict resolution.
• Must have good leadership and technical abilities.
• Must have a customer-service background, with great attention to detail.
• 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.
• Ability to thrive in a fast-paced, diverse, and highly collaborative team environment.
• Degree in an IT related field preferred.
• 3+ years of service desk management experience.
• 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 (Human Capital Management) 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. For more information, visit www.isolvedhcm.com.

EEO Statement

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.

Disability Accommodation

Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.

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