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Technical Team Lead, Service Desk Job Description
Technical Team Lead, IT Support/Service Des - CoStar Group -Washington, DC OVERVIEW We are looking for an experienced Service Desk Technical Team Lead to join our team. In this role, you will help manage the productivity of CoStar Group employees by being the main escalation point of contact for information and problem resolution. This is accomplished by possessing a proven track record of managing a technical team to successfully maintain staffing levels, training and certification requirements, problem management and resolution processes and customer satisfaction via SLA and employee management. Great customer service should be your motto by being a self-starter, problem solver and excellent communicator. You can juggle multiple projects each urgent and competing for your time. This position is in our Washington, DC office and has the opportunity for hybrid work with up to two days remote per week. Four-day work weeks are also an option for those applicants that are interested. RESPONSIBILITIES- Ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
- As a Player/Coach, p rovide guidance, assistance, coordination and follow up on client questions and problems or malfunctions of all systems applications, hardware and software installed and maintained by the company .
- Participate in establishing telephone support rotation s providing support to employees in offices across the US via remote assistance tools .
- Document problems and solutions in the internal knowledge base.
- Inform upper management of potential problems and identifies problem trends .
- A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team .
- Provide data and reporting of KPI's and trends to management as needed. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed).
- Analysis of business unit metrics to seek improvements in efficiency and productivity.
- Any other duties and special projects as assigned
- Bachelor's degree from an accredited college in IT or a related field of study
- 1-2 years of management experience.
- 5 + of experience in corporate IT or Service Desk.
- Experience supporting Windows 10 workstations, Macs , Active Directory, Microsoft Office Suite and Windows File Permissions.
- O365 Admin experience
- Experience supporting mobile devices such as iPads, iPhones , etc .
- Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug
- Life, legal, and supplementary insurance
- Commuter and parking benefits
- 401(K) retirement plan with matching contributions
- Employee stock purchase plan
- Paid time off
- Paid parental leave (up to 12 weeks)
- Tuition reimbursement
- On-site fitness center and/or reimbursed fitness center membership costs (location dependent), with yoga studio, Pelotons, personal training, group exercise classes, as well as Segways and bikes available for use during the day
- Complimentary gourmet coffee, tea, hot chocolate, prepared foods, fresh fruit, and other healthy snacks
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