[Hiring] Service Desk Agent Team Lead @TEKsystems

Role Description

The TEKsystems Team Lead is responsible for assisting with the continued growth of the team. They should help motivate and support the service desk agents, ensuring that calls are dealt with promptly to the satisfaction of end-users, management, and the business. The Team Lead will work with the Supervisor/Manager to plan and manage the operational activities of the team, ensuring that the level of technical knowledge and customer service is aligned with business requirements.

• Provide daily direction to the team in support of customer or management goals
• Evaluate current processes or procedures and suggest methods to improve operations, efficiency, and service
• Create and maintain a high-quality work environment to motivate team members
• Assist with the preparation of daily reports provided to customer or management
• Assist with monthly reviews and 1:1s with the team
• Ensure work is equally distributed and SLAs are met daily
• Handle escalations from analysts or customer management
• Identify training needs for the team or specific analysts and provide coaching as needed
• Perform quality checks of tickets and calls
• Work with peers, escalation groups, and management to improve team relationships
• Monitor and enforce adherence to policies set by management
• Provide daily/monthly reports to leadership
• Strong passion for customer service and helping others
• Provide after-hours and on-call support as needed
• Positive personality that creates a positive and encouraging environment for success
• Strong passion for coaching and building up those around you to be their best
• Strong passion for open communication for giving and seeking feedback
• Other Duties as assigned

Qualifications

• Proven leadership skills
• Effective communication skills (written and oral)
• Ability to develop and motivate a team
• Proven ability to work within a team
• Understanding of excellent quality of work
• Proven adherence to current company policy
• At least 1-2 years of experience in a Service Desk environment or equivalent work experience

Benefits

• Medical, Dental, and Vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life and AD&D for employee and dependents)
• Short and Long-Term Disability
• Health Spending Account (HSA)
• Transportation Benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Company Description

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.