GTS Technology Solutions
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
Day to Day operations will require responding to service desk tickets in Service Now, phone calls, and Self-service tickets. Troubleshoot technical problems regarding hardware, software, and network issues. Provide various software installation support on Customer Devices such as Outlook client email configuration and troubleshooting support. Provide current and future operating systems via remote desktop. Communicate with technical and non-technical end users to resolve issues or to quickly teach the basics of a software program. Coordinate end-user access to systems, create user accounts, grant access to printers, share drives, VPN or disable user accounts. Aid customer in a resourceful polite manner while exhibiting an excellent customer service attitude. Perform basic network trouble shooting tests to verify connectivity to systems. Setup, troubleshoot, and maintain all company hardware and software, including Microsoft Office 365, Microsoft Office Suite (Word, Excel, PowerPoint), Proprietary Systems support, password resets, email accounts, and Active Directory. Keep up to date with current technology. Actively seek ways to improve service delivery/customer interactions. Collaborating with other support teams internally and externally. Education and Experience
2+ years of experience in an IT Helpdesk, Service Desk or Desktop Support related position. 2+ years troubleshooting various hardware, software and basic networking issues. 1+ years of experience in a lead and/or supervisory position is highly preferred. Previous experience with support of a 24 / 7 / 365 Service Desk highly preferred. Basic Network Administration skills. CompTIA A+ Certification or equivalent IT Certifications Preferred. High school diploma or equivalent. Additional Requirements
Excellent verbal and written communication skills. Excellent interpersonal and customer service skills. Strong analytical and problem-solving skills. Self-starter with the ability to think and work independently Proficient with Microsoft Office Suite or related software. Proficient with or the ability to quickly learn an array of computer hardware and software. Flexibility to work outside the job description when the need arises. 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. Background Check Requirements: Must pass a satisfactory criminal background check in accordance with Criminal Justice Information Systems (CJIS) fingerprint-based guidelines upon hire. Must pass an MVR upon hire. License Requirements: Must have a valid Texas Driver’s License and reliable transportation. Tobacco Use Policy: An employee shall not smoke, or use tobacco products, including electronic cigarettes (e-cigarettes), electronic vaping devices, personal vaporizers (PV), or electronic nicotine delivery systems on company property, in company vehicles, or at company activities. 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 Get notified about new Service Desk Team Lead jobs in Dallas-Fort Worth Metroplex. Referrals increase your chances of interviewing at GTS Technology Solutions by 2x
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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
Day to Day operations will require responding to service desk tickets in Service Now, phone calls, and Self-service tickets. Troubleshoot technical problems regarding hardware, software, and network issues. Provide various software installation support on Customer Devices such as Outlook client email configuration and troubleshooting support. Provide current and future operating systems via remote desktop. Communicate with technical and non-technical end users to resolve issues or to quickly teach the basics of a software program. Coordinate end-user access to systems, create user accounts, grant access to printers, share drives, VPN or disable user accounts. Aid customer in a resourceful polite manner while exhibiting an excellent customer service attitude. Perform basic network trouble shooting tests to verify connectivity to systems. Setup, troubleshoot, and maintain all company hardware and software, including Microsoft Office 365, Microsoft Office Suite (Word, Excel, PowerPoint), Proprietary Systems support, password resets, email accounts, and Active Directory. Keep up to date with current technology. Actively seek ways to improve service delivery/customer interactions. Collaborating with other support teams internally and externally. Education and Experience
2+ years of experience in an IT Helpdesk, Service Desk or Desktop Support related position. 2+ years troubleshooting various hardware, software and basic networking issues. 1+ years of experience in a lead and/or supervisory position is highly preferred. Previous experience with support of a 24 / 7 / 365 Service Desk highly preferred. Basic Network Administration skills. CompTIA A+ Certification or equivalent IT Certifications Preferred. High school diploma or equivalent. Additional Requirements
Excellent verbal and written communication skills. Excellent interpersonal and customer service skills. Strong analytical and problem-solving skills. Self-starter with the ability to think and work independently Proficient with Microsoft Office Suite or related software. Proficient with or the ability to quickly learn an array of computer hardware and software. Flexibility to work outside the job description when the need arises. 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. Background Check Requirements: Must pass a satisfactory criminal background check in accordance with Criminal Justice Information Systems (CJIS) fingerprint-based guidelines upon hire. Must pass an MVR upon hire. License Requirements: Must have a valid Texas Driver’s License and reliable transportation. Tobacco Use Policy: An employee shall not smoke, or use tobacco products, including electronic cigarettes (e-cigarettes), electronic vaping devices, personal vaporizers (PV), or electronic nicotine delivery systems on company property, in company vehicles, or at company activities. 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 Get notified about new Service Desk Team Lead jobs in Dallas-Fort Worth Metroplex. Referrals increase your chances of interviewing at GTS Technology Solutions by 2x
#J-18808-Ljbffr