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Become A Service Desk Team Lead

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Working As A Service Desk Team Lead

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Processing Information
  • Deal with People

  • Mostly Sitting

  • $70,000

    Average Salary

What Does A Service Desk Team Lead Do At Whole Foods Market

* Lead the service desk and ensure that all operational requirements are delivered
* Coach and mentor service desk team members
* Work to a model of continual service improvement, designing and implementing new processes as needed
* Develop operational plans that cover areas such as training, recruitment, and infrastructure projects
* Work directly with business partners and various IT teams to ensure that the service desk is prepared to support new projects and initiatives
* Maintain and grow relationships with internal stakeholders and stakeholder groups
* Lead and own various tasks and responsibilities required until complete
* Build and maintain relationships between business partners, vendors, and suppliers
* Present reports and performance metrics to a variety of audiences
* Set and exceed realistic customer expectations that enable the business to achieve its goals
* Involve and seek feedback from stakeholders with regards to projects, processes, and initiatives

What Does A Service Desk Team Lead Do At Ascension Health

* Leads or coordinates shift operations of assigned activities, resources, and/or associates.
* Serves as a technical or functional resource and performs similar duties with staff.
* Assigns, monitors and reviews progress of work.
* Monitors and reports compliance with policies and/or procedures.
* Oversees and evaluates orientation and training of assigned associates.
* May provide input in the review and evaluation of staff performance.
* Supervises a staff of customer service representatives and ensures customers are satisfied
* Manage minute-to-minute operations of the Service Desk, and act as an escalation point for Service Desk Analsyst to escalate issues when necessary
* Facilitate discussions with customers and end users to capture expectations and business requirements for the Service Desk, including service level objectives (SLOs) and service level details
* Facilitate discussions with IT support teams to capture expectations and requirements for the Service Desk, including operational level agreements (OLAs)
* Facilitate communications between Service Desk, IT Resolvers, and Customers
* Design a solution for tracking and reporting performance of defined Service Desk operational KPIs
* Identify operational improvements for the Service (Help) Desk and submit for approval
* Implement approved recommendations to improve the Service (Help) Desk
* Implement a comprehensive training program for the Service Desk
* Manage the daily operation of the Service (Help) Desk activities
* Perform functions of a Level 1 Service Desk Analyst during peak call volume periods
* Monitor and report on progress toward resolution of interactions (calls) from End Users within established timeframes, severity guidelines, and service specifications, ensuring accuracy of records
* Provide leadership during service disruptions
* Escalate incidents within established guidelines
* Work to meet or exceed customer satisfaction
* Provide status updates to customers and verify the quality of service when incidents are closed
* Contribute to knowledge databases
* Qualifications

What Does A Service Desk Team Lead Do At Vail Resorts

* Provide experiences of a lifetime for our guests.
* Adhere to and promote Vail Mission, Vision and Values.
* Train, schedule, and manage the performance and safety of Guest Services Specialists and Ski Valet/Locker Attendants to meet or exceed goals of department.
* Prepare and update Guest Services Specialist Manual and Ski Valet Manual as needed.
* Take and assess guest complaints, comments, and special requests and provide on-the-spot resolutions.
* Assist Guest Services Specialists and other guides/departments in providing efficient guest resolutions.
* Manage the smooth operation of the Guest Services Desk on a daily basis.
* Greet and welcome guests to Park City at Desk and in the base area.
* Be knowledgeable and proactively answer questions and provide guests with a variety of information relating to services, products, special items, resort conditions, special events, etc.
* Be expert in the management and execution of all aspects of Epic Service Solutions program.
* Oversee the receipt, logging, and issuance of lost and found items and garment cleaning as needed.
* Oversee the daily operation of the day locker area, and the daily operation and performance of Ski Valet Attendants.
* Provide superior guest service at all times.
* Help to keep the resort immaculately clean.
* Perform other tasks as assigned

What Does A Service Desk Team Lead Do At Asphalt Materials

Essential Functionsand#149; Monitor the ticketing system and inboxes to ensure timely processing of issues and requestsand#149; Train the staff on how to use the tools for their positions and provide on-going training as neededand#149; Manage team members including dispatching, mentoring, and problem resolutionand#149; Report team performance concerns on a daily basisand#149; Report system issues immediately as they ariseand#149; Perform Tier 2 administrative tasks including imaging of computer equipmentand#149; Provide new hire orientation to Help Desk staffand#149; Participate in on-call rotationOther Functionsand#149; Other duties as assigned

What Does A Service Desk Team Lead Do At Asphalt Materials

Essential Functions Monitor the ticketing system and inboxes to ensure timely processing of issues and requests Train the staff on how to use the tools for their positions and provide on-going training as needed Manage team members including dispatching, mentoring, and problem resolution Report team performance concerns on a daily basis Report system issues immediately as they arise Perform Tier 2 administrative tasks including imaging of computer equipment Provide new hire orientation to Help Desk staff Participate in on-call rotationOther Functions Other duties as assigned

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Average Length of Employment
Help Desk Manager 3.3 years
Help Desk Leader 2.7 years
Helpdesk Lead 2.5 years
Service Desk Agent 1.8 years
Top Careers Before Service Desk Team Lead
Cashier 3.0%
Internship 2.3%
Technician 2.3%
Top Careers After Service Desk Team Lead
Manager 3.1%

Do you work as a Service Desk Team Lead?

Service Desk Team Lead Demographics

Gender

Male

59.6%

Female

30.2%

Unknown

10.2%
Ethnicity

White

60.4%

Hispanic or Latino

14.6%

Black or African American

12.4%

Asian

8.0%

Unknown

4.5%
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Foreign Languages Spoken

Spanish

40.0%

Chinese

10.0%

German

10.0%

Malay

10.0%

French

10.0%

Tagalog

10.0%

Arabic

10.0%
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Service Desk Team Lead Education

Schools

University of Phoenix

22.7%

Baker College

9.1%

Franklin University

4.5%

Liberty University

4.5%

University of Illinois at Chicago

4.5%

Pennsylvania State University

4.5%

University of Houston

4.5%

Western Kentucky University

4.5%

American InterContinental University

4.5%

George Mason University

4.5%

Webster University

4.5%

University of Texas at Arlington

3.0%

Eastern Michigan University

3.0%

ITT Technical Institute-San Antonio

3.0%

Ranken Technical College

3.0%

University of South Carolina - Columbia

3.0%

Cardinal Stritch University

3.0%

Lincoln Memorial University

3.0%

Virginia Commonwealth University

3.0%

Youngstown State University

3.0%
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Majors

Business

17.8%

Information Technology

13.5%

Computer Science

12.4%

Computer Information Systems

10.2%

Computer Networking

8.4%

Management Information Systems

4.0%

Criminal Justice

4.0%

Management

3.6%

Project Management

2.5%

Information Systems

2.5%

Accounting

2.5%

Electrical Engineering

2.2%

Education

2.2%

English

2.2%

Communication

2.2%

Computer Engineering

2.2%

Political Science

2.2%

Electrical Engineering Technology

1.8%

Computer Technical Support

1.8%

General Studies

1.8%
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Degrees

Bachelors

41.9%

Other

23.0%

Associate

17.4%

Masters

14.1%

Certificate

2.0%

Diploma

1.5%
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Top Skills for A Service Desk Team Lead

  1. Service Desk Agents
  2. Technical Support
  3. New Procedures
You can check out examples of real life uses of top skills on resumes here:
  • Scheduled, trained and managed team of service desk agents leading the Capital One account to become a premier showcase account.
  • Head up a team that provides 24/7 Technical Support for a security, video monitoring and home automation platform.
  • Change hardware/software platforms, produce/implement new procedures for issuing and revoking certificates.
  • Performed computer hardware and software installation upgrades, and support.
  • Install, configure and troubleshoot Windows XP & Windows 7 clients in an Active Directory environment.

How Would You Rate Working As a Service Desk Team Lead?

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Top Service Desk Team Lead Employers

Jobs From Top Service Desk Team Lead Employers

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