Service Desk Technician Lead

Milestone Technologies, Inc. is seeking a Service Desk Technician Lead to assist with Team Management for our client. Our goal is to deliver excellent technical support with outstanding customer service and timeliness. This position is part of the IT team so candidates must be passionate about technology and can thrive in a fast paced and high-pressure environment. The Service Desk Lead should have open availability to supervise teams in multiple time zones.

How you will make an impact:

• Works closely with Service Desk Manager to coordinate, prioritize, and maintain optimal service execution to goals and expectations of client-specific key performance indicators.
• Strong leadership, customer service, communication, and interpersonal skills.
• Set goals and objectives for the team, hold the team accountable.
• Delivers coaching and feedback in the moment, conducts 1:1 with individual team members, and leads team syncs.
• Delegates tasks and responsibilities based upon individual strengths to achieve maximum efficiency
• Leads and provides coaching for Technicians when workflow deficiencies are identified.
• Ensures compliance with all services and acts as the escalation point of contact.
• Creates and implements training for new processes and initiatives
• Action oriented, detail oriented and motivated to do what is best for the customer and the team.
• Makes decisions in a timely manner, sometimes under tight deadlines and pressure.
• Regular communication with Managers and provides weekly reports of team performance.
• Monitors chat and tickets to ensure quality and identify coaching opportunities
• Provides valuable input via regular posts in slack chat channels
• Balancing the team schedule on a regular basis.
• Participates in hiring for open positions
• Conducts annual performance reviews for all team members
• Audits tickets to ensure proper tone is being used
• Flags tickets for review

What you will need to succeed:

• Has experience working with vendor tickets/maintenance and basic Mac/Windows, hardware/software troubleshooting knowledge.
• Previous customer service experience
• 3+ years Team Leadership
• Proven track record of driving results
• Corporate IT or Help Desk experience

Responsibilities

Ensures the Remote team delivers excellent customer experience. Acts as a technical lead and POC for remote techs. Provides training and coaching to ensure the remote team delivers white glove customer experience. Supports escalation resolution, CSI projects and initiatives. Manages an assigned Team of Remote Support technicians.

Team Engagement

• Acts as the technical Point of Contact (POC) for all Remote Team
• Conducts Weekly 1:1 s with Team (direct reports)
• Regularly and promptly educate direct reports on CSAT & KPIs SLAs/ Current Results
• Support Remote slack questions & redirect improper escalations to appropriate teams
• Responsible for updating / adjusting, maintaining and communicating schedule changes to their Team
• Conducts New Hire technical and customer service training
• Appoints Queue Captains
• Participates in Technical interviews & provides hiring recommendations
• Provides feedback and coaching to Technicians
• Escalates performance issues to Supervisor, Regional Manager & HR SD Ops

• Monitors incoming queues for adherence to process and procedure (#ask-bt, phones, SNOW)
• Oversees technicians queues as needed to ensure tickets are assigned, managed, and worked according to ticket hygiene policies
• Responsible for tracking and assisting in adjustments to meet all KPIs and SLAs in all incoming channels (#ask-bt, phones, SNOW)
• Act an Escalation point for RSCs
• Collaborates on escalation prevention, resolution & postmortem/Root Cause Analysis (RCA) efforts
• Collects data and participates in Weekly Metrics report production
• Collaborates in testing, including providing feedback and ensuring participation from technicians
• Completes Projects/tasks as assigned by Regional Ops Manager

Deliverables

• 10% tickets Quality Controlled weekly
• ~20% of time in ticket queue
• Regular 1:1s with direct reports
• Meets SLAs during active shifts