Team Lead - (Troy) in Detroit, Michigan For Sale
Team Lead A Lead's primary responsibility is the day to day performance of the Service Desk, assuming responsibility for the overall performance of his/her team and serves as a coach/mentor to team members and as an ambassador and point of contact for the client. The Lead informs management of critical issues regarding personnel, performance, client perception, and works closely with co-workers to ensure consistent, high quality, friendly service. Responsibilities: Support Service Desk Supervisor/Manager(s) by assisting with the monitoring, balancing and distributing contacts in queue and minimizing abandons, average speed and interviewing candidates Review daily call reports, handle all agent escalations; Monitor customer satisfaction reviews Train analysts on client specific requirements so as to enable them to accurately handle contacts Represent Service Desk well through client operational contact; via quick response to requests, triage all client escalations, listen for concerns and communicate issues immediately to management Day to day monitoring of team performance and management of accounts including status meetings, updating existing client documentation, creating new documentation, and training analysts on client specific procedures Review average and poor ratings with analysts, design corrective plan for delivery to analyst by supervisor and prepare first draft of analyst performance reviews When required, function effectively as an individual contributor (Service Desk Analyst) as workload necessitates and set a “lead by-example” tone within the group Knowledge, Skills and Abilities (KSAs): Strong listening, verbal, and written communication skills A strong sense of urgency and the ability to multi-task effectively with attention to details Well-developed organizational, communications and time management skills A strong business maturity and professionalism is essential Ability to troubleshoot, analyze and resolve customer concerns A High technical aptitude and strong PC literacy skills including function and capabilities, including advanced typing skills Ability to work independently as well as part of a team and ability to function well in pressure situations Education and Experience: Associate’s or Bachelor’s degree in Computer Science, Information Technology or equivalent education and experience 5 to 7 years in a service desk environment HDI Support Center Analyst Certification will be required of you to complete within a year of your transition/hire date Experience resolving escalated customer and vendor issues with previous experience in healthcare information technology Knowledge of ITSM / ITIL helpful MCSE Certification, HDI Support Center Analyst Certification or A+ Certification is Preferred
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