Service Desk Lead

Job Description :

Dimensional Fund Advisors is seeking a Service Desk Senior Analyst (Team Lead) with strong technical skills, great customer service and the ability to influence peer analysts in their daily activities with an emphasis on improving operational performance and effectiveness.

This role will primarily support the centralized 24x7 global Service Desk (Level 1) and on-call responsibilities.

Responsibilities

As the Service Desk Lead, you will be responsible for leading a small group of analysts in providing Level 1 technical support to employees located at each of the firm’s 13 offices.

The successful candidate will have the responsibility of leading operational activities including procedures related to the identification, prioritization, and resolution of end-user reported incidents and requests.

Other responsibilities include :

Engage in functional management activities to include performing quality control audits, managing shift staffing levels, leading training sessions, coaching and mentoring of assigned employees.

Field incoming requests to the Global Service Desk via telephone and e-mail and ensure balanced assignment of tasks to team members using a Service Desk ticketing system.

Perform as a first point of escalation for issues and situations ensuring continued service delivery and customer experience expectations are met.

Assist the Service Desk Manager in meeting ticket closure targets as defined by service level targets ensuring that all requests from users are logged and correct procedures are followed.

Liaise with third-party support and computer equipment vendors as required and know when to escalate problems to Dimensional management.

Perform in a senior technical analyst capacity as required ensuring courteous, timely and effective resolution of end-user technical issues within the environment.

Produce reports using ServiceNow and an ACD providing an overview of operations to support a continued service improvement model.

Provide performance metrics and reports regularly to senior management ensuring visibility into Service Desk operations.

Review and evaluate the output of the Service Desk using established quality control guidelines and provide feedback to the team.

Rotating on-call responsibilities.

Contribute to the ongoing management of knowledge to ensure consistency in provided services by a geographically dispersed team.

Perform all other duties as assigned by management.

Highly adaptable to change.

Qualifications

4 years or more experience in working within a technical support role, including proven and demonstrable PC (desktop, laptop, mobile devices), printer, monitor, phone, and other IT hardware troubleshooting skills.

4 years’ or more experience with Microsoft technologies, including Windows 7 / 10 Operating Systems, Active Directory, Microsoft Office / Office365, Intune, and Exchange Management Console

Strong display of leadership to include having performed in a lead, supervisory or management role in a similar function.

Excellent customer service skills including being proactive, friendly, and approachable while maintaining composure in tense situations.

Passion for leading, coaching, influencing, and training others.

Experience in using a ticketing system to manage workload; ServiceNow preferred.

Experience and ability to produce reports on metrics using ACD system and Service Now

Understanding of SLA’s & Metrics critical to Service Desk Operations

Excellent organizational and problem-solving skills

Ability to work in a fast-paced environment, work independently or as part of a team and manage time effectively.

Ability to prioritize workload and multitask.

Ability to maintain composure while working under pressure.

Ability to identify and understand, underlying issues in a complex situation and often sees problems as opportunities; facilitates team discussions and incorporates data into a plan to achieve results.

Ability to influence and drive controversial or highly complex conversations with confidence across executive / senior leaders.

Strong communication skills, including the ability to be influential and persuasive with stakeholders.

Ability to anticipate what needs to be done and executes; aligns and translates organizational, priorities into team / individual ones.

Ability to makes independent decisions / judgment calls often when there is no set precedent and potential impact is pervasive;

stands by decisions even when faced with criticism and objection; proactively confers with executives / senior leaders on decisions that may have organizational implications before committing to action.

Dimensional offers a variety of programs to help take care of you, your family, and your career, including comprehensive benefits, educational initiatives, and special celebrations of our history, culture, and growth.