Service Desk Team Lead

Overview

The Service Desk Team Lead is a critical role in maintaining the HedgeServ global engineering and operations functions. This role includes the support, maintenance, and the coordination of resources in support of both the tech stack and the operations technologies that facilitate their management. The position will reflect a combination of technology administration, process management, personnel coordination / call out, and the administration / use of related tool sets.

The successful candidate will be a skilled and transparent technologist that knows how to execute in a modern, dynamic, and high-pressure environment. One of the primary responsibilities of this role will be communication and coordination across technology teams and business users, so strong English verbal and written skills are required. The Service Desk team provides a wide variety of services and
technical assistance on IT systems across a large and diverse pool of technologies. You will answer queries on basic technical issues and offer assistance to resolve them. You are expected to perform timely and quality resolution to issues and record them in our ticketing system. In addition, t
he role includes Server/VM Operations and Administration, Production and Non-Production Environment Support, along with the coordination of escalation contacts across various technology disciplines.

Production Support issues are reported to the Service Desk team via multiple inputs; Alert tickets, Calls, Production Support Chat Rooms, Incident Tickets, App Manager Dashboards, and Email. It is the responsibility of the Service Desk team to monitor these inputs and aggressively respond to all issues, many of which may require escalation to specialty support teams. Run books, support documentation, and training will be provided with the appropriate steps to be taken to address Production Support issues. Operational/Maintenance tickets will be assigned to individual Service Desk team resources based on resource availability and urgency.

This position is based in the Philippines office and reports to the Service Desk Director. The incumbent candidate will work on a global 24/7 team to support any of our 11 offices located in seven different countries. The position requires working on rotational schedule, including night shifts.

Responsibilities

• Provide guidance and direction to Service Desk team responsible for internal customer facing technology services in client computing, Tier I support, incident and request management, and productivity technology
• Endeavor to improve the daily experience of our end users through technology and workflow improvements
• Perform audits of calls/chats/incidents for each Service Desk agent
• In collaboration with Supervisors and Service Desk Manager, conduct audit review sessions
• Monitor and assess operational performance compared to the demand
• Communicate high-priority incident escalations, incident/change summaries, and facilitate post resolution activities, including root cause analysis and long-term system solutions analysis
• Arrange for onsite technical support where problems cannot be resolved remotely
• Serve as a technical and process escalation point within each team shift
• Address Alert tickets assigned to the Service Desk team with urgency. IT has defined SLAs in place with the Business to provide complete resolution to all Alerts. These alerts include but are not limited to:
• Service availability
• Core Application Service Unresponsive
• Disk capacity
• High memory utilization
• High CPU utilization
• Application availability
• Cluster issues
• Server/VM outages or reboots
• Promptly respond to and resolve Issues raised in Production Support Chat Rooms. That may require direct, level 1 troubleshooting, or the routing of incidents to specialty support teams. Issues reported in Production Support Chat Rooms include but are not limited to:
• Environmental performance (i.e. slowness)
• Environmental outages
• High priority user session slowness or unresponsiveness
• Missed business deliverables due to unknown technical issue(s)
• Responsible for incident and service request tickets assigned to the Service Desk team. Incident tickets may include but are not limited to:
• Configuration changes related to issue troubleshooting
• Core service / server restarts
• User account problems - password reset, unlock, group membership
• Changes to python service container counts
• Requests to investigate isolated user connectivity problems
• Responsible for Operational tasks in Production and non-Production environments. Including but not limited to:
• Environment Stability and troubleshooting – analyze application logs, analyze system logs, make recommendations for remediation
• Environment Performance and troubleshooting – analyze performance dashboard data, analyze process specific resource utilization using process monitor tools, analyze application logs, analyze system logs, make recommendations for remediation
• Establish and maintain effective working relationships by working cooperatively with others to perform preventive maintenance and repairs.
• Assist with training for new and existing users regarding existing and new technologies
• Basic troubleshooting of network and voice infrastructure.
• Identify and appropriately use defined escalation processes for requests that require further technical investigation or the interaction of other IT Teams.
• Support the creation of standard operating procedures (SOP) to promote consistency across the various layers of services offered

Qualifications

• Excellent verbal and written communication skills.
• Bachelor's Degree in Computer Science or related field
• Minimum of 5 years of hands on work experience supporting Windows and Apple operating environments / working in Service Desk support
• Must have a minimum of 2 years supervisor/team lead experience
• Experience with Office 365 suite
• Proficiency in dealing with a variety of computer systems/applications required
• Ability to work in dynamic changing organization and be able to adjust as business requirements change.
• Upbeat, positive attitude. We are always looking to improve.
• Self-starter, resolution-minded, outside the box thinker and doer. Must be able to make recommendations and not wait for others. Must be able to get involved with tasks and assist others without being told to do so.
• Desired traits: inquisitive, engaged, thorough, conscientious, ownership
• Detail-oriented and able to manage multiple priorities
• Ability to work well in a team environment
• Strong diagnostic, problem solving and communication skills

Experience

The right candidate is expected to have some experience or exposure to one or more of the following technologies:

• Windows 7, 8 and 10 support
• Windows Server 2012 and 2016 OS
• Active Directory
• Microsoft Office support
• Ticketing Systems
• ITIL framework
• Manage Engine SDP, Desktop Central, Applications Manager
• Elastic (ELK stack for system monitoring)