Information Technology

Employment TYPE



Atlanta, Georgia


February 27, 2019


Information Technology





Job# J281

Team Lead

About The Opportunity

A true help desk professional who associates with professional Help Desk organizations

Job Description

  • Lead the formation and execution of service-related strategies to meet goals.
  • Communicate direction and progress to the team.
  • Manage the service desk team’s daily activities.
  • Manage utilization of IT Support resources and increase the productivity of the team.
  • Manage the dispatch process of service requests to ensure maximum utilization of technical resources.
  • Function as the client’s primary point-of-contact for problem identification and resolution for issues that have been escalated by the team.
  • Work closely with the project team and operations team as required.
  • Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements.
  • Building Strong Client Relationships.
  • Identifies and captures all level one support tasks to reduce escalation.
  • Lead activities to ensure current clients feel connected and well served by the delivery organization.
  • Business awareness: specific knowledge of the client and how IT relates to their business strategy and goals.
  • Responsible for holding regular meetings and touch base calls with key customers.
  • Responsible for onboarding and offboarding activities with new employees for all things related to IT.
  • Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed upon outages, etc.
  • Work with the management team to ensure solutions meet customer needs.
  • Communicate with all parties in a constructive manner to guarantee customer expectations are met.
  • Maintain awareness of all outstanding customer issues and provide status to clients as necessary.
  • Perform customer follow-up to verify the final resolution and determine satisfaction level.
  • Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
  • Responsible for ensuring adequate engineering resources are available to meet demand and are appropriately trained.
  • Assists in forecasting of hiring needs, the interview process, the onboarding; as well as ongoing education and certification planning and career development for help desk staff.
  • Ensures quality standards of service delivery via customer response surveys and requested feedback.
  • Strive for continuous improvement in processes and procedures that improve service delivery and effectiveness Serving, Supporting, Praising and Rewarding the Team.
  • Provide leadership and direction to the service delivery team, motivating their performance, managing their interests and concerns, and instilling loyalty, engagement, and retention.
  • Understand and support agency strategies and the impact on the services delivery team.
  • Direct and participate in the performance management system across the service delivery team.
  • Staff management of the service delivery team; meet regularly with team members one-on-one to review goals and performance, determine training needs and provide appropriate training and tools, and provide coaching, praise and mentoring.
  • Review and approve the service desk team’s time and expenses sheet.
  • Document internal processes and procedures related to duties and responsibilities.

Required Skills


6 + Months

Please Contact me to discuss the hiring process!

Shaun Stewart

Sr. Executive Recruiter
Contact: (310) 929-8421 Ext: 102

Hi! My name is Shaun. I feel that our shortlisted candidates are the most valuable asset when it comes to recruitment. I make sure that I keep in mind the best interest of the candidate and find him/her a suitable job opening matching his/her profile. Not only this I actively work with each of my candidates and keep them updated about the whole application process.