Level 1 It Support Tl

Description CTG is seeking a Team Lead This position oversees a team of support technicians on the Service Desk in the day-to-day operations in order to achieve client specific SLAs Develops and enhances support technicians in the areas of professionalism quality productively and customer service Responsibilities and Duties Maintain professional and positive communication through both written and verbal channels Manage support technicians on team to meet or exceed operational goals and metrics Manage contact queues to meet Service Level Agreements for clients Develop training materials when applicable Maintain training materials as needed Perform and organize new hire training to new team members and cross training to existing team members as needed Responsible for distributing communication to team members Stay abreast and share changes to process and policies related to clients and CTG Oversee the review of support technician interactions including contact quality and ticket documentation Provide constructive feedback and opportunities for improvement when coaching support technicians Ability and willingness to address contacts channels when needed Responsible for overseeing activities on team client Coordinate the daily activity of support technicians Senior support technicians Delegate activities to team members as needed Bring all client inquiries to CTG Manager in order to plan for additional follow-up When applicable review and respond to client inquiries in a timely manner Participate in Client meetings as appropriate Conduct employee appraisals on assigned staff members Oversee professional development of support technicians Review Manage Direct Reports Timesheets and Time Off Requests Manage the Team Schedule Adherence Attendance in Calabrio Perform other related duties as assigned Qualifications All the qualifications of a Senior Support technician Relevant experience working in a Service Desk environment Excellent team-building leadership decision-making communication analytical and management skills Ability to manage several projects concurrently Schedule flexibility Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required CTG does not accept unsolicited resumes from headhunters recruitment agencies or fee based recruitment services for this role To Apply To be considered please apply directly to this requisition using the link provided For additional information please contact Krista Eckard at Krista Eckard ctg com Kindly forward this to any other interested parties Thank you The expected base salary for this position ranges from 45 000 to 65 000 Salary offers are based on a wide range of factors including relevant skills training experience education market factors and where applicable licensure or certifications obtained In addition to salary a competitive benefit package is also offered About Us CTG a Cegeka company is at the forefront of digital transformation providing IT and business solutions that accelerate project momentum and deliver desired value Over nearly 60 years we have earned a reputation as a faster and more reliable results-driven partner Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts CTG leverages the expertise of over 9 000 team members in 19 countries to provide innovative solutions Together we operate across the Americas Europe and India working in close cooperation with over 3 000 clients in many of today s highest-growth industries For more information visit Our culture is a direct result of the people who work at CTG the values we hold and the actions we take In other words our people define our culture It s a living breathing thing that is renewed every day through the ways we engage with each other our clients and our communities Part of our mission is to cultivate a workplace that attracts and develops the best people reflected by our recognition as a Great Place to Work Certified TM company across many of our global operations CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local state and federal laws CTG is an Equal Opportunity Employer CTG will assure equal opportunity and consideration to all applicants and employees in recruitment selection placement training benefits compensation promotion transfer and release of individuals without regard to race creed religion color national origin sex sexual orientation gender identity and gender expression age disability marital or veteran status citizenship status or any other discriminatory factors as required by law CTG is fully committed to promoting employment opportunities for members of protected classes