Service Desk Team Lead

We are seeking a Service Desk Team Lead to manage the Restaurant Systems Service Desk operations. This role is responsible for leading a high-performing support team, ensuring service level commitments are met, and driving continuous improvement in support processes.

Schedule

• Flexibility to work nights, weekends and an on-call rotation

Leadership & Team Management

• Coordinate daily Service Desk operations to meet goals and SLAs.
• Lead and mentor team members through coaching, performance feedback, and regular one-on-one meetings.
• Develop and implement training plans to enhance team capabilities.
• Address employee concerns and administer disciplinary actions when necessary.
• Ensure proper escalation of incidents in line with SLA requirements.

• Analyze call volumes and KPIs to determine optimal staffing levels.
• Create and manage team schedules, including backup coverage planning.
• Distribute workload and provide guidance to ensure timely and accurate incident resolution.

• Oversee ticket prioritization and assignment accuracy.
• Review urgent and escalated incidents to ensure proper handling.
• Conduct incident trend analysis and coordinate root cause investigations with relevant teams.
• Drive initiatives to reduce repeat incidents and improve first-call resolution rates.

• Implement and enforce operational processes and procedures.
• Review existing workflows and recommend enhancements to improve efficiency and service quality.
• Ensure documentation is up-to-date and aligned with best practices.

• Create and maintain knowledge base articles to support consistent issue resolution.
• Measure and report on the effectiveness of knowledge content using KPIs.
• Produce daily, weekly, and monthly performance reports with insights and variance explanations.
• Provide ad hoc reporting as needed.

• Stay current with industry trends, technologies, and best practices.

• 3+ years of experience in a Service Desk, Call Center, or Customer Support leadership role.
• Strong problem-solving skills in computer, networking, and telecom environments.
• Hands-on experience with IT infrastructure operations and service management.
• Familiarity with BMC Helix or similar ticketing systems.
• Proven ability to meet or exceed performance metrics (e.g., speed to answer, abandonment rate).

• BS/BA in MIS, Computer Science, or Business or relevant work experience

• Strong leadership and team management skills.
• Excellent verbal and written communication abilities.
• High level of customer service orientation and interpersonal skills.
• Analytical mindset with a focus on continuous improvement.
• Solid understanding of ITIL principles and process management.

• Experience in restaurant or retail IT environments.
• ITIL Foundations Certification.

State Benefits Overview