Bright Horizons Family Solutions
IT Service Desk Team Lead - Hybrid
Bright Horizons Family Solutions, Newton, Massachusetts, United States, 02165
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 SLAs.
Advanced 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 Skills:
Proficiency in Windows and macOS environments.
Knowledge of Active Directory, Exchange, and Office 365.
Familiarity with remote desktop tools and ticketing systems.
Understanding of networking concepts (TCP/IP, DNS, DHCP).
Soft Skills:
Ability to coach and 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.
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What you will be doing:
Team Performance:
Ensure calls are monitored and tickets are resolved or updated within SLAs.
Advanced 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 Skills:
Proficiency in Windows and macOS environments.
Knowledge of Active Directory, Exchange, and Office 365.
Familiarity with remote desktop tools and ticketing systems.
Understanding of networking concepts (TCP/IP, DNS, DHCP).
Soft Skills:
Ability to coach and 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.
#J-18808-Ljbffr