Job Title: Service Desk Team Lead
Department: IT
Reports to: IT Operations Manager
Salary Grade: Salary Exempt
Overview: The Service Desk Team Lead is a hands-on role that will coordinate the efficient and effective operations of the AIS Service Desk including work direction and supervision of Service Desk agents and coordination with other information technology staff. This position is responsible for Tier 1 and 2 issues, directing work, generating, and controlling Service desk documentation. Assist team members in answering calls, addressing service or escalation issues, and applying independent decision making to resolve problems or escalate problems to management. The Service Desk Team Lead ensures that service levels are met, identifies trends and makes recommendations for service improvements and provides recommendations to management for service growth and/or improvement. Responsibilities also includes maintaining software license inventory for all equipment. We are looking with someone with a lot of energy and strong work ethic. Must have your own vehicle for supporting our multi building environment. This ideal candidate is highly accountable, self-directed, extremely organized and detail oriented.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Lead for Tier 1 and 2 services & support for end users and ensure that service levels are achieved
- Monitor daily ticket flow to make sure all issues are properly researched, updated, and resolved.
- Identify and escalate situations requiring urgent attention.
- Document meaningful notes and details for resolutions in IT documentation and ticketing system.
- Monitor and respond based on priority to IT Incidents / Requests: Incidents may involve hardware, software, telephony, mobile devices, and applications.
- Effectively communicate to end users to ensure they are aware of status and next steps.
- Provide exceptional customer service through courteous, prompt, and accurate communication. Use customer service soft skills to address upset customers and remediate complainants without the need for supervisor involvement.
- Identify opportunities to improve operations processes and make recommendations for changes.
- Train, coach, and mentor Service Desk Specialists
- Develop and document training material for support staff and end users
- Own all L1 and L2 user-generated IT Incidents from intake to resolution.
- Work to make Service Desk the single source of truth and service delivery channel for IT
- Ensure that all processes used by the Service Desk are thoroughly documented, consistently audited, and regularly improved.
- Provide orientation and guidance to users on how to operate new software and computer equipment.
- Assist with monthly security patching of desktop and servers.
- Support for mobile devices – Tablet, Phones
- Ability to work non-standard hours, weekends, and on-call as necessary.
- Other duties as assigned.
KNOWLEDGE, SKILLS & ABILITIES:
- Excellent problem-solving and communication skills
- Experienced to expert knowledge of the support process for the main technologies in our environment, including Windows 7,10, Office 365, Active Directory, Azure Active Directory, O365, PC/Laptop hardware, mobile devices, PC imaging.
- Knowledgeable of Exchange on Prem and Exchange Online
- Knowledge of networking (TCP/IP, VLANs, DNS, DHCP) and wireless
- Ability and discipline to follow standards, procedures, checklists, and design documents.
- Ability to provide step-by-step technical help, both written and verbal
- Some server experience with installation, patching, and troubleshooting.
- Experience providing support via remote tools
- Self-motivated with the ability to work autonomously as well as collaboratively
- Meticulous attention to detail, strong project management, and excellent time management skills
- Ability to maintain a positive and professional attitude in a fast-paced environment
- Familiar with but not required with the following software: Manage Engine, ERP Systems, LogMeIn, Citrix, Jira, Powershell.
- Familiar with but not required with a manufacturing environment
Education:
- Bachelor’s degree years equivalent work experience.
- Nice to have but not required
- A+ Certified
- MCDST
Who We Are
AIS is a leading manufacturer of commercial office furniture and seating.
Our growth and success is astounding, and it's all the result of thinking about office furniture differently.
We're proof office furniture can have charisma. We are a company built on ingenuity. We've truly shaken up the office furniture industry with our ability to manufacture high-end systems and seating utilizing award-winning processes and product designs at an attractive price point. We bring charisma to the office furniture market. We believe office furniture can be fun; it doesn't have to be so serious. Very simply, we are a group of people who love what we do and this energy is infectious. It translates into award-winning products and manufacturing, marketing ingenuity, happy clients and overall - success.
Our growth and success is astounding, and it's all the result of thinking about office furniture differently.
We're proof office furniture can have charisma. We are a company built on ingenuity. We've truly shaken up the office furniture industry with our ability to manufacture high-end systems and seating utilizing award-winning processes and product designs at an attractive price point. We bring charisma to the office furniture market. We believe office furniture can be fun; it doesn't have to be so serious. Very simply, we are a group of people who love what we do and this energy is infectious. It translates into award-winning products and manufacturing, marketing ingenuity, happy clients and overall - success.
Vibrant, Unique, Reliable, Committed, Ingenuity, Excellence, Passionate - That's AIS.
AIS offers a friendly and casual workplace with competitive salary and benefits program. Benefits include medical and dental, Matching 401K, FSA, Life Insurance, STD, LTD, Paid Holidays/Sick Time/Vacation Time and a bonus program. We are looking for someone with a good work ethic and enthusiasm for working in a fast-paced environment as we continue our strong growth in the marketplace.
AIS Values
At AIS, we have a strong set of values that guide our business and help us align with our customers.
We listen to our Customers. We rely on our Employees. We honor Integrity. We embrace Continuous Learning. We lead with Design. We create Value. We work to make the World better.
Join the AIS family. Apply for this job, or learn more about the many possibilities at AIS, at https://www.ais-inc.com/about/career-center/.
EEO/AA Statement
As an EEO/AA employer, AIS will not discriminate in its employment practices due to an applicant's race, color, sex, pregnancy, national origin, ancestry, citizenship, sexual orientation, gender identity or expression, protected genetic information, age, disability, marital status, veteran status, religion, height, weight, other protected group status, or any other basis protected by the laws where we employ people.
This organization participates in E-Verify Employment Eligibility Verification.
AIS is a Federal Contractor and required to comply with Executive Order 14042. This means that all employees of AIS must (a) be vaccinated, (b) have a medical exemption, or (c) have a religious, moral or ethical exemption that meets EEOC requirements. As a condition of employment, you must meet one of these three requirements at the time of hire or within 60 days of your initial employment date.
