Coeus Consulting is seeking an experienced and motivated Service Desk Team Lead to oversee our service desk operations and provide exceptional technical support to our clients. As a fast-growing Managed Service Provider offering Information Technology solutions to public and private sectors across the Southwest, we need a leader who can manage a team while also being hands-on with day-to-day operations.
In this role, you will be responsible for leading a team of 4-6 technicians to ensure the efficient and effective delivery of IT support services. You will oversee ticket management and queues, monitor performance metrics such as SLAs and KPIs, and collaborate with various stakeholders to continually improve processes and service quality. Your technical expertise and leadership will be critical in resolving complex issues, mentoring team members, and driving operational excellence within the service desk environment.
Key Responsibilities:
- Lead and manage the service desk team, ensuring high performance and adherence to SLAs, KPIs, and other key metrics.
- Oversee end-to-end ticket management, ensuring timely resolution, accurate documentation, and exceptional customer satisfaction.
- Provide hands-on support by addressing and resolving end-user technical issues.
- Analyze service desk performance data to identify areas for improvement and implement effective solutions and process enhancements.
- Collaborate with management and other departments to align service desk operations with organizational goals and objectives.
- Develop and deliver regular performance reports, providing insights and recommendations to drive continuous improvement.
- Help develop and maintain accurate documentation such as customer system information and Standard Operating Procedures.
What Do We Need?
- Strong leadership and team management skills, with proven experience leading a service desk or technical support team in a fast-paced environment.
- Demonstrated ability to drive performance and efficiency through effective use of KPIs, SLAs, and other operational metrics.
- Troubleshooting and critical thinking abilities, capable of resolving high-priority technical issues efficiently.
- Exceptional customer service skills with a commitment to delivering high-quality support and building strong client relationships.
- Hands-on experience with MSP line of business tools and applications:
- PSA’s such as ConnectWise or Autotask
- RMM tools such as Datto/Autotask, ConnectWise/LabTech, or SolarWinds/N-Able.
- Documentation systems such as IT Glue
- Strong organizational and time management skills, with the ability to prioritize tasks and adapt to changing priorities effectively.
- Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and concisely.
- Technical Troubleshooting Skills:
- Microsoft Office 365 cloud technologies and Microsoft Office applications, particularly Outlook, Word, and Excel.
- Windows Desktop Operating System in a business environment.
- PC/laptop hardware and printers.
- Basic networking concepts, with the ability to troubleshoot common connectivity issues.
What Would We Appreciate?
- Security & Threat Management:
- Experience with spyware and virus removal, including using tools and techniques to secure endpoints.
- Familiarity with spam filtering solutions such as Barracuda, and troubleshooting related issues.
- Advanced Troubleshooting:
- In-depth troubleshooting experience with Microsoft Office 365, including both cloud and desktop applications.
- Experience with Windows Server, particularly in managing and troubleshooting Active Directory, DNS, and DHCP environments.
- Experience with basic networking equipment, including routers, switches, and firewalls.
- Remote Connectivity:
- Proficiency in troubleshooting remote connectivity applications such as VPN and Remote Desktop Protocol (RDP).
Job Type: Full-time
Pay: $55,000.00 – $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- IT Leadership: 2 years (Required)
- IT support: 5 years (Required)