Team Lead - Service Desk

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:

To provide technical support & assistance to customers remotely. To ensure client satisfaction and ability to resolve customer issues at first contact. Must have good technical knowledge and an ability to communicate effectively to understand the problem, empathize and provide a solution at the earliest. To ensure user queries or issues are captured, validated, and triaged for further processing. To ensure various types of information or updates are communicated to users through appropriate channels.

What you’ll do as the (Team Lead- Service Desk):

The requirements listed 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.

• Effectively managing, developing, and training the service desk team.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• An ability to balance and plan the short-term actions of the team.
• Knowledge and understanding of all relevant industry standards.
• Knowledge and understanding of best practices for service management.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• As needed, schedule employees working times and provide backup support.
• Conduct regular assessments and share the results with stakeholders.
• Review and analyze communications between IT staff and customers.
• Provide regular feedback based on the periodic performance review.
• Manage process for communicating outage/emergency activities to the organization.
• Motivates team through timely rewards & recognitions.
• Train, coach, and mentor Service Desk Specialists (Level 1 / 2) including career development.
• Ensure staff compliance with company policies and measures.
• Knowledge on Service management concepts – namely Tools and techniques
• Ability to maintain high confidentiality with sensitive information and data and display integrity.
• Proactively manages risk and maintains proper documentation.
• Proven abilities to work with data, analyze and draw inferences from the data available.
• Ability to articulate effectively while reporting, creating minutes and action plans.
• Ability to adapt quickly to changing priorities and conditions.
• Should be able to lead from front with no/minimum guidance.

What you will bring to the team:

• Experience – Minimum 8 years with minimum 3 years in a Service Desk Team Lead role.
• Education – Graduation in any discipline.
• Conducting and sharing results from service and operation performance reviews.
• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
• Managing escalations and maintaining feedback tracker.
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• Experience in effectively interacting with employees or leadership teams from internal or client organizations.

Zones offers a comprehensive Benefits package.

While we’re committed to providing top-tier solutions, we are just as committed to supporting our own teams. We offer a competitive compensation package where our employees are rewarded based on their performance and recognized for the value they bring to our business. Our employees enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Group Term Life and Personal Accident Cover to handle the uncertainties of life and a flexible leave policy to balance their work life.

At Zones, work is more than a job – it's an exciting career immersed in an inventive, collaborative culture. 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 without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.