IT Service Desk Team Lead

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 Requirements

Technical 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/P, DNS, DHCP). ?

Soft Skills

• Ability 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.