Service Desk Team Lead
Description
Company Overview:
When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM
Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.
Position Overview:
The Service Desk Team Lead will be responsible for installing, troubleshooting, operating, testing, planning and configuring complex client information systems, products or networking systems/components. Services may also include the integration and testing of hardware/software solutions. Positions are found most often in an environment where IBM has a long-term relationship to provide IT services, or in a multi-vendor environment in support of a client's business or to IBM. You will typically be involved in the management of live production systems and/or testing environment performing systems level configuration or analyzing business requirements to define, maintain and install computer systems, network applications/systems and workstation services.
What you will do as the Service Desk Team Lead:
The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.
First Shift but applicants should be flexible to provide coverage on all shifts.
- Collaborate with others in carrying out assigned duties and use established processes/procedures to support the attainment of department functions/objectives.
- Develop test cases and scenarios, execute test scenarios, and validate test results externally with customers.
- Draw upon professional concepts to collaborate with others to carry out assigned duties and negotiate with client teams.
- Negotiate with client team
- Work on professional level projects under guidance of more experienced individuals and assist with the improvement of technical procedures and/or business processes within area of technical specialty to enhance client's technical operation.
- Monitor desk metrics and prepare reports.
- Conduct monthly check-ins and quarterly reviews with agents.
- Participate in new hire interviews, evaluation and selection in conjunction with Staffing Manager when time permits.
- Technical coordination of activities of less experienced or less knowledgeable team members, such as training and scheduling.
- Assist in installations and upgrades of straightforward software applications. Use standard processes and protocols to complete and document necessary paperwork, issue appropriate alerts and support the attainment of department functions/objectives.
- Investigate problems in a small to medium project or segment of a larger project. Use routine procedures and standardized tools to troubleshoot problems and then provides input into the implementation of enhancements to prevent problems from recurring.
- Act as a technical resource and provides backup support to other analysts.
- Provide on-call support for client related problems.
- Provide technical coordination of activities of less experienced or less knowledgeable team members, such as training and scheduling.
- Function as a subject matter expert within the team, technical discipline, or business process.
What you will bring to the team:
- At least 2 years’ experience in a supervisory /lead role
- Must display fundamental technical skills related to incumbent’s position, team, and department.
- Demonstrate a basic working knowledge of systems, servers, network software, or technical tools/application used within the department. Absorb professional knowledge quickly and develop basic skills.
- Ability to exchange and/or provide technical information and explanations to achieve results. Execute test cases and documents exceptions during test execution.
- Ability to interface with vendors, contractors and business partners.
- Excellent verbal and oral communication skills to work internally with client team, managers and peers.
- Ability to troubleshoot or escalate problems encountered during installing, testing or monitoring.
- Ability to exchange information and ideas pertinent to project.
- Ability to assist the Project Manager and act as liaison with customers.
Qualified candidates can expect a hourly range of $23.00
#LI-SS2
Zones offers a comprehensive Benefits package
While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our team members enjoy a variety of comprehensive benefits, including medical, dental and vision coverage, life insurance, disability insurance, voluntary accident, hospitalization and critical illness insurance options, a 401(k) plan with matching provision, and many more. Generally, Zones currently offers paid time off and personal sick leave in compliance to individual state requirements.
While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our team members enjoy a variety of comprehensive benefits, including medical, dental and vision coverage, life insurance, disability insurance, voluntary accident, hospitalization and critical illness insurance options, a 401(k) plan with matching provision, and many more. Generally, Zones currently offers paid time off and personal sick leave in compliance to individual state requirements.
At Zones, work is more than a job – it is an exciting career on a global team that is client centric, has a passion for technology, embraces change and lifelong learning in a collaborative culture. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.
Zones participates in E-Verify. E-Verify is a system that compares information from a team member’s Form I-9 to federal records to confirm their eligibility to work in the United States.