Service Desk Team Lead-ATL

Information Technology & Information Security Atlanta, Georgia

King & Spalding is currently seeking a Service Desk Team Lead to join our Information Technology team in Atlanta.  The Service Desk Team Lead is responsible for providing quality support with a high degree of leadership, customer service, technical expertise, and timeliness. The basic work hours are seven and one-half hours per day to be worked between the hours of 7:00 A.M. and 9:00 P.M

In addition to regular call/email coverage for Service Desk, rotation of on-call weekday (nights 7PM – 7 AM) and weekend coverage and support is required; The Service Desk Team Leads will address all after hours support questions/guidance for Tier I. The team leads will provide intermediary support and guidance for all escalated tickets.

Candidates will have the following responsibilities:

  • Excellent verbal and written communication skills
  • An active/empathic listener
  • Excellent organizational skills with the ability to multi-task
  • Ability to manage own time effectively and to be prompt and punctual
  • Experience of working effectively within a team and collaborating with others to achieve a goal. Works closely with other ITS Teams across all regions to improve monitoring, troubleshooting, and mean-time-to-recovery of King & Spalding ITS services.
  • Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services
  • Ability to communicate processes and procedures clearly and accurately
  • Ability to produce management information reports from ITSM systems
  • Review all complaints, rectify issues, and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
  • Assist with the training of new hires and ongoing training of existing staff.
  • Meet personal and team commitments and assigned deliverables.
  • Maintain awareness of new developments in industry and processes. Continuously develop this knowledge and associated skills. Implement concepts appropriately
  • Effectively manage customer and team expectations when communication or assisting with workflows.

Successful candidates must demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques. They will contribute to and encourage knowledge sharing to build knowledge and skills within and across teams, while effectively communicating with other firm departments and/or vendors. Candidates will be expected to deliver a high level of customer service in high pressure situations.

Required Skills:

A Bachelor’s degree is preferred or five years of related experience or equivalent combination of education and work experience monitoring technologies and processes. Candidates should have knowledge of current Incident, Event, and Problem Management methods and tools. Experience in operational IT processes design and improvement (e.g. ITIL, Six Sigma) certifications are a plus. ITIL Foundation or higher is preferred. Experience of coaching and/or mentoring staff and knowledge and experience of best practices in customer service is valued.

Support Coverage:

The basic work hours are seven and one-half hours per day to be worked between the hours of 7:00 A.M. and 9:00 P.M. In addition to regular coverage for Service Desk, rotation of weekday (nights 7PM – 7 AM) and weekend coverage and support is required; Must carry an email device and/or cell phone.

 King & Spalding LLP (K&S) is committed to providing equal employment opportunity to all applicants and employees in full compliance with all state, federal, and local laws prohibiting discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability or any other status protected by applicable law.