
IT Service Lead Position
2 days ago
Job Title: Technical Service Lead
">The IT service lead is a critical role in the daily operations of our global support team. This position provides frontline oversight for a team of technical specialists delivering 24x7 support to users.
This role blends technical expertise with people leadership, modeling a culture of ownership, empathy, and continuous improvement.
Key Responsibilities:
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- Lead Daily Operations: Manage shift scheduling, workload balancing, and real-time queue monitoring to ensure SLA adherence.">
- Guide and Support: Provide guidance and support on complex or high-impact tickets escalated within your team.">
- Monitor Ticket Quality: Monitor ticket quality, documentation standards, and user communication, providing coaching as needed.">
- Conduct Performance Check-ins: Conduct performance check-ins and promote professional development through mentoring and feedback.">
- Drive Adoption: Drive adoption of knowledge articles and contribute to continuous improvement of support documentation.">
- Analyze Trends: Analyze trends and recurring issues to identify training gaps or process improvement opportunities.">
- Collaborate with Peers: Collaborate with peer leads to ensure consistency in service delivery across teams.">
- Partner with Teams: Partner with technical teams to streamline escalations and enhance resolution paths.">
- Lead by Example: Lead by example in customer interactions during peak demand or critical incidents.">
- Support Reporting Needs: Support reporting needs by contributing team-level metrics and performance summaries.">
Required Qualifications:
">- ">
- 5+ Years of Experience: 5+ years of experience in IT support, with at least 1–2 years in a lead or supervisory role.">
- Technical Knowledge: Strong technical knowledge of Microsoft 365, Windows OS, enterprise tools, and remote troubleshooting.">
- Familiarity with Ticketing Platforms: Familiarity with ticketing platforms such as ServiceDesk Plus, ServiceNow, or equivalent.">
- Proven Ability to Coach: Proven ability to coach, develop, and support technical staff in a high-volume environment.">
- Effective Communication Skills: Effective communicator who can lead with clarity, empathy, and accountability.">
- Strong Analytical Skills: Strong analytical and documentation skills with a focus on measurable outcomes.">
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