IT Service Desk Lead 

• Monitors call and chat volume and data to pick-up on potential system outages or severe system downtime. Coordinates the creation and delivery of appropriate messaging regarding system outages in a timely manner, in coordination with the Service Desk Manager and other IT Management
• Under the direction of the Service Desk Manager, leads the team on day-to-day Service Desk job duties and responsibilities. Oversees all processes related to Service Desk operations and monitors the work of all staff on the Service Desk.; Shares updates and concerns with the Service Desk Manager.
• Provides ongoing training in technology, procedures and service quality standards to Service Desk Technicians and other staff temporarily assigned to Service Desk operations during peak call volume.
• Reviews tickets older than seven days on a weekly basis and   on hold tickets with agents daily.
• Monitor agent availability daily and turn on/off auto assign when agent is on any kind of extended leave and redistribute their existing tickets
• Handling tickets/calls/chat escalations from team and customers
• Provide front line technical support to employees via calls, chat, email, and remote support.
• Utilize technical skills, historical records, knowledgebase, tools to analyze and diagnose customer issues
• Perform analysis and triage of technology issues including data collection, and (if required) escalation to Tier 2 support teams
• Evaluate and fulfill Service Requests in accordance with established guidelines and organizational Service Level Agreements
• Communicate directly and effectively with a large and diverse audience
• Clearly document description of issue and troubleshooting work done for escalation, review, and audit purposes
• Collaborates regularly with the Technology teams to resolve technical issues and continually improve the technology experience for all our employees
• Ensure adherence to organizational security practices to protect and control company systems and data
• Stay current with newest technology trends and developments to provide creative and efficient solutions
• Check Team’s Agent Status when wait time hits 15 minutes to make sure people are in queue
• Join Call Queue when wait time is 20 or 25 minutes[1] 
• Join Call Queue when there is Low Availability

• Intermediate knowledge of Windows 10 Operating Systems and built-in applications
• Intermediate understanding of troubleshooting fundamentals
• Basic knowledge of troubleshooting iOS Mobile devices and applications
• Basic understanding of Microsoft Active Directory/GPO and Networking Protocols (DHCP, DNS, etc.)
• Basic understanding of cyber security fundamentals and best practices including identity and access management
• Basic understanding of conferencing audio/visual solutions and VOIP technologies
• A desire to learn new technologies and grow their technical skill set
• A+ Certification (Preferred, not required)
• Basic knowledge of ChromeOS and MacOS (Preferred, not required)
• Experience providing remote support via phone and chat (Preferred, not required)
• Experience with Single Sign-On systems (Preferred, not required)
• Basic knowledge of G-Suite in a corporate environment (preferred, not required)

• Be able to remain in a seated position for more than 50 percent of the workday
• Ability to operate a computer keyboard and other office equipment
• Have adequate visual and hearing acuity to follow instructions, and determine accuracy of the work assigned