Service Desk Team Lead

Overview

The Service Desk Agent Team Lead will be responsible for leading, monitoring, and overseeing the daily functions of the Service Desk. You will assist the Service Desk manager in achieving team and individual goals, fostering a collaborative and high-performing environment.

Supervisory Responsibilities

• None
• Recruits, interviews, hires, and trains Service Desk staff.
• Assist Service Desk manager in coordinating and delegating the responsibilities of the Service Desk and acts as an escalation point.
• Lead in group conversations (Team meetings) / Teams chat.
• Create / run custom built reports and assist in identifying trends.
• Assisting Service Desk Technicians with technical and non-technical questions.
• Review assignments for accuracy and quality.
• Monitor team performance and report on metrics.
• Motivate, mentor and coach team members.

These Responsibilities are not limited to but can include Service Desk Technician Responsibilities as they will be required to assist with phone calls and work on tickets as they come into the Service Desk. Those responsibilities are listed.

Service Desk Technician Responsibilities

Education and Experience

Additional Requirements

About Us

GTS Technology Solutions is Employee-owned (ESOP), established in 1984 and headquartered in Austin, Texas. We provide customized IT solutions with honesty, integrity, and pride, focusing on state and local government agencies, education institutions, including K-12 and higher ed, healthcare entities and private businesses. Our mission is to exceed the expectations of our employees, customers, and partners by delivering the highest level of customer satisfaction.

GTS Technology Solutions, Inc. is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws.

As part of our hiring process, we conduct background checks on all final candidates. These checks are conducted in compliance with the guidelines set forth by the U.S. Equal Employment Opportunity Commission (EEOC). We ensure that the information obtained from background checks is used fairly and does not unlawfully discriminate against any individual.

GTS Technology Solutions participates in E-Verify to confirm the employment eligibility of all newly hired employees. If you are offered a position with GTS Technology Solutions, your employment will be contingent upon successful verification of your identity and legal authorization to work in the United States through E-Verify.

For more information about E-Verify, please visit E-Verify's official website.

Seniority level

Associate

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting

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