Bright Horizons
IT Service Desk Team Lead
Bright Horizons, Boston, Massachusetts, us, 02298
The IT Service Desk Team Lead at Bright Horizons plays a critical role in providing advanced technical support to our internal users through direct engagement on tickets, service level monitoring and team mentorship. They are a part of a dynamic team that ensures smooth operations, resolves complex issues, and maintains high levels of customer satisfaction.What you will be doing:Team Performance:
Ensure calls are monitored and tickets are resolved or updated within SLAsAdvanced Troubleshooting:
Investigate and resolve escalated technical issues related to hardware, software, network connectivity, and applications. Collaborate with other IT teams to find solutions promptly.Incident Management:
Handle complex incidents, service requests, and problems. Prioritize and manage multiple tasks effectively while adhering to service level agreements (SLAs).Root Cause Analysis:
Dig deep into recurring issues, identify underlying causes, and recommend preventive measures. Document findings and share knowledge with the team.Technical Documentation:
Create and maintain detailed documentation, including troubleshooting guides, FAQs, and knowledge base articles.Collaboration:
Work closely with Tier 1 and Tier 2 support teams to ensure seamless issue resolution. Provide guidance and mentorship to junior analysts.Customer Service Excellence:
Deliver exceptional customer service by actively listening to users, empathizing with their concerns, and ensuring timely follow-up.Continuous Improvement:
Propose process enhancements, automation, and efficiency improvements to enhance service delivery.What we hope you will bring to this role:Education:Vocational or technical education in completion of an industry specific, post-secondary program with a focus on IT.Bachelor's Degree in Computer Science, Information Technology, or related field preferred.Experience:Minimum of 3 years in a similar technical support role, with a focus on Tier 3 support or team supervision.Additional Job RequirementsTechnical SkillsProficiency in Windows and macOS environmentsKnowledge of Active Directory, Exchange, and Office 365.Familiarity with remote desktop tools and ticketing systems.Understanding of networking concepts (TCP/P, DNS, DHCP). ?Soft SkillsAbility to coach, mentor individuals and teams to continually raise performance and achieve excellent customer service.Excellent communication skills (both written and verbal).Strong problem-solving abilities.Ability to work independently and collaboratively.Customer-centric mindset.Detail-oriented and organized.
Ensure calls are monitored and tickets are resolved or updated within SLAsAdvanced Troubleshooting:
Investigate and resolve escalated technical issues related to hardware, software, network connectivity, and applications. Collaborate with other IT teams to find solutions promptly.Incident Management:
Handle complex incidents, service requests, and problems. Prioritize and manage multiple tasks effectively while adhering to service level agreements (SLAs).Root Cause Analysis:
Dig deep into recurring issues, identify underlying causes, and recommend preventive measures. Document findings and share knowledge with the team.Technical Documentation:
Create and maintain detailed documentation, including troubleshooting guides, FAQs, and knowledge base articles.Collaboration:
Work closely with Tier 1 and Tier 2 support teams to ensure seamless issue resolution. Provide guidance and mentorship to junior analysts.Customer Service Excellence:
Deliver exceptional customer service by actively listening to users, empathizing with their concerns, and ensuring timely follow-up.Continuous Improvement:
Propose process enhancements, automation, and efficiency improvements to enhance service delivery.What we hope you will bring to this role:Education:Vocational or technical education in completion of an industry specific, post-secondary program with a focus on IT.Bachelor's Degree in Computer Science, Information Technology, or related field preferred.Experience:Minimum of 3 years in a similar technical support role, with a focus on Tier 3 support or team supervision.Additional Job RequirementsTechnical SkillsProficiency in Windows and macOS environmentsKnowledge of Active Directory, Exchange, and Office 365.Familiarity with remote desktop tools and ticketing systems.Understanding of networking concepts (TCP/P, DNS, DHCP). ?Soft SkillsAbility to coach, mentor individuals and teams to continually raise performance and achieve excellent customer service.Excellent communication skills (both written and verbal).Strong problem-solving abilities.Ability to work independently and collaboratively.Customer-centric mindset.Detail-oriented and organized.