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MSP Service Desk Team Lead
Americus, GA
The MSP Service Desk Team Lead will be responsible for the daily performance of the professionals on the MSP Service Desk. This list of roles and responsibilities is not all-inclusive and additional duties may be added, deleted, and changed by the MSP Manager or the IT Director of Operations, with approval from the Account Manager.
Responsibilities:
• Provide guidance and leadership to the MSP Service Desk staff in day-to-day matters, such as monitoring productivity, meeting support requirements and addressing conflict resolution
• Ensure the MSP Service Desk provides appropriate support to manage customer phone calls, alerts and email 24 hours a day 365 days a year
• Proactively managing the MSP Service Desk shift schedules to ensure adequate coverage on all shifts, in advance identifying individuals that agree to cover 2nd and 3rd shift when primary coverage requests PTO
• Monitor the email queues and alerts for all MSP customers, assigns tickets and creates incidents to ensure the MSP Service Desk meets or exceeds the stated response goals for each customer
• Monitor the Incident Management System queues to ensure tickets assigned to MSP Service Desk professionals are responded to based on stated response goals for each customer
• Ensure all calls, emails and alerts are logged using the Incident Management System for the specific customer
• Update the MSP professionals in a timely and accurate manner to ensure a successful completion of all scheduled tasks or temporary changes for specific customers
• Review tickets on a weekly basis to ensure established quality standards are consistently met
• Assign ownership of the MSP Standard Operating Procedures (SOP) manual, responsible for keeping the SOP up to date and informing the MSP professionals when updates are made
• Research customer complaints, discussion with professional, follow up with customer, communicating with MSP Manager and appropriate documentation of complaint has been completed
• Conduct for daily/weekly conference calls with customers to discuss status of open tickets, outstanding issues, scheduled maintenance or special projects
• Create and distribute daily reports (MorningReport) and scheduled reports to customers
• Create and distribute Monthly ACD reports and Professional Stats to MSP Service Desk professionals
• Ensure that the MSP Service Desk professionals receive the appropriate training in order to resolve problems and provide quality customer service
• Assist and/or lead staff meetings as appropriate to facilitate technical and administrative knowledge sharing and general discussions on status of MSP Service Desk issues
• Assist with coaching and corrective action discussions with MSP Service Desk professionals
• Provide input on performance of MSP Service Desk professional that will be included in the annual performance appraisal process
• Assist MSP Service Desk professionals with diffusing a caller's frustrations in order to get to root of the problem
• Assist MSP Service Desk professionals in troubleshooting calls
• Review Incident Management System tickets and reports to identify trends and training opportunities for MSP Service Desk professionals
• Providing on-call assistance 24/7
Job Requirements:
• Must be a team player
• Must understand motivational factors for leadership
• Two years experience managing a technical help desk or call center
• Five years supervisory experience
• Excellent customer service, communication, people, and management skills
• Knowledge in the Service Desk/ Technical Help Desk industry is preferred
• Knowledge ITIL/ITSM is preferred
Education Requirements:
• Bachelor's degree in job-related field, preferred