Team Leader, IT
CAI

Team Leader, IT
Req number:
R2488
Employment type:
Full time
Worksite flexibility:
Onsite
Job Summary
The Service Desk Team Lead will oversee and ensure the successful operation of a customer support call center.
Job Description

We are seeking a highly skilled and experienced Service Desk Team Lead to join our IT team. This position will be full-time, on-site, and is a permanent hire position.

ONSITE: 15222

Pittsburgh, PA

What You'll Do

• Provide kind, friendly and supportive leadership, coaching, and mentoring to service desk team members
  
• Coordinate the day-to-day activities of the Service Desk, and report concerns to the service desk manager
  
• Assure that end users are provided with friendly, knowledgeable and timely first level support
  
• Perform staff scheduling to ensure 24-hour coverage of incoming incidents and requests
  
• Ensure that resolved incidents & requests are closed in line with high-level customers service standards, contain a detailed resolution, and are categorized correctly
  
• Monitor the CRM solution and provide supportive assistance to the team in diagnosing issues as they are reported into the Service Desk
  
• Monitor CRM solution for escalations or delays in service, communicate with and request status updates from personnel assigned to incident or request regardless of office or team
  
• Provide accurate informational updates to service desk staff regarding the status of Applications and projects, IT initiatives, incidents and service requests, and problems with or changes in services provided
  
• Responsible for the creation, scheduling, sending and maintenance of outgoing user announcements
  
• Coordinate training requirements for the service desk team members with service desk manager
  
• Identify and recommend CRM workflow, process or procedure changes to the service desk manager
  
• Develop a positive experience for staff by consultation and collaboration with the service desk manager on performance evaluations, promotions, hiring and disciplinary responsibilities
  
• Upon request from the service desk manager, provide information & reporting on service desk metrics, KPI, statistics, status reports and graphical representation of the data
  
• Clearly & efficiently collaborate and communicate with the infrastructure team to ensure the service desk adheres to and maintains working knowledge of the network, cybersecurity, and current threats
  
• Assist in the development and implementation of quality improvement programs, including key performance metrics such as first-call resolution
  
• Enroll in and attend in-person coaching & leadership training as well as online and in-person technical training as assigned by the service desk manager
  
• Supervisory Responsibilities:
  
• This role will act as a peer-leader responsible for coordination of daily staff activities.
  
• This role will serve as a point of escalation for team member questions or concerns
  
• This role will supervise projects and ongoing staff activities to ensure high-quality performance of team members
  
• This role is responsible for quality of service, ensuring that SLAs are met for timely resolution of issues and that issues are resolved on the first call as often as possible
  
• The team lead is required to attend leadership and coaching training and other leaning and development opportunities assigned by the service desk manager
  

What You'll Need

• Ability to assess each customer/employee's IT knowledge levels
  
• Ability to deal with difficult callers in a friendly and supportive tone
  
• Excellent analytical and problem-solving skills
  
• Up-to-date technical knowledge
  
• In-depth understanding of the software and equipment your customers/employees are using
  
• Interpersonal and customer care skills and accurate record keeping
  
• Strong and clear communication skills
  
• The ability to work well in a team atmosphere
  
• A passion for technology
  
• Polished interpersonal skills and a friendly disposition
  
• Ability to understand and apply policies and procedures
  
• Ability to comfortably speak in front of groups of people
  
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily
  
• The requirements listed above are representative of the knowledge, skill, and/or ability required
  
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
  
• Education/Experience Requirements:
  
• Associate Degree in Information Technology or equivalent combination of education or training and experience
  

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
  
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
  
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
  

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 - 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

This job has expired.