Job Title: Service Desk Team Leader
At New Era Technology, people are at the heart of everything we do. Our mission is to securely connect people, places, and information with end-to-end technology solutions.
Job Summary
We seek an experienced leader to join our growing team as a Service Desk Team Leader. As a key member of our Service Desk team, you will be responsible for leading and supporting a team of technical support specialists in providing exceptional customer service.
* Lead and support the team in daily operations.
* Perform ticket allocation, oversight and reviews.
* Provide continuous guidance, feedback, and mentoring.
* Identify training needs and assist with performance management.
* Coordinate day-to-day team activities.
* Act as an escalation point and resolve issues efficiently.
The successful candidate will possess:
Required Skills and Qualifications
* Team Leadership Experience – At least 1 year in a management/team leader role with a direct reporting staff in a call center or support role.
* Excellent Communication Skills – Required to mentor and train the team
* Service Desk Operations Proficiency – Understanding how a Service Desk functions and the importance of customer service.
* Performance Management – Ensuring tickets are processed by the team within SLA
What We Offer
* A friendly team environment with a strong technical support network
* Broad range of options for training and developing your IT skills
* Opportunity to work with the IT industry's latest technologies