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Role Description

The Net at Work Service Desk focuses on providing excellent experience through quick and efficient support while leveraging a high level of communication. Our client base is diverse, consisting of all ranges of technology, including Apple, Google, Microsoft, and Linux.

The Shift Team Lead is responsible for guaranteeing our clients receive excellent experience during the designated shift. This role will be responsible for all performance metrics of the Service Desk team and will ensure the team is responsive, efficient, and fully utilized for every shift. The Service Desk team is measured by efficiency metrics including:

• First Call Resolution (FCR)
• Time to Response and Resolution
• Service Level Agreements (SLAs)
• Other standard metrics

The Shift Team Lead will also be handling tickets daily and assist with escalations before moving to the next level of support. Success in this role is dependent on the Service Desk team’s performance, customer satisfaction, and overall efficiency to meet our customers’ expectations.

Successful candidates are self-motivated, possess a sense of urgency, and can demonstrate critical thinking and exceptional interpersonal skills. Strong familiarity with Managed Services is preferred.

Qualifications

• 2+ years working within the Managed Services Provider (MSP) field
• 1+ years mentoring or coaching team members
• 1-2 years implementing break/fix solutions for workstation and server infrastructure
• Advanced knowledge of Microsoft Windows and macOS
• Basic Microsoft Windows Server experience
• Basic networking knowledge including protocols like TCP/IP, DNS, DHCP and SSLVPN
• Understanding of client/server relationship regarding networking
• Knowledge of Active Directory, Entra ID and InTune
• Advanced troubleshooting skillset pertaining to printers, workstation hardware and other peripherals
• Basic understanding on how Email protocol works
• Experience using SaaS and IaaS services including Microsoft 365 and Entra
• AZ-900 Certification is a plus
• Familiarity with IAM solutions and concepts, Google Workspace and AV/EDR solutions
• Ability to be empathetic with clients during critical incidents
• Ability to manage major incidents including communication to clients, technical direction, and internal communication
• Strong organizational and time management
• Self-starter with a bias towards action and attention to detail
• Experience building and publishing Standard Operation Procedures (SOPs)

Requirements

• Act as a player coach providing regular feedback and improvement opportunities to team members
• Promote a collaborative environment
• Support the onboarding of new hires through training, daily check-ins and process review
• Perform quality assurance checks including listening to recordings, reviewing tickets and ensure team members are following proper workflows
• Utilize situational awareness when working with high profile customers or situations
• Client contact for scheduling adjustments and engineer statuses in real time
• Work with leadership to help communicate any widespread outages with clients and engineering teams when discovered
• Lead team by providing technical and procedural guidance to team members
• Ensure tickets are completing their lifecycle quickly and efficiently
• Work closely with other pod team leads and engineers to ensure tickets are being prioritized properly
• Assist with Incident Management when high impact events occur
• Assist with taking support phone calls and tickets during high volume events
• Support the team with triaging and prioritizing incidents and requests
• Maintain engineer calendars for proper capacity planning
• Ensure ticketing statuses and boards comply at start, during, and end of shift
• Able to identify potential problems or outages in a timely manner and escalate to leadership where necessary
• Daily review of reporting dashboards for ticket volumes, statuses, and engineer utilization and report to leadership any issues and/or concerns
• Ensure all KPIs and metrics are meeting goals (FCR, SLAs, Time to Resolution, Average Response Time etc)
• Support Service Desk Leadership to ensure team is meeting KPI goals
• Meet with Technical Services Manager weekly to review Service Desk performance
• Ensure team is submitting daily entry of time within current ticketing platform and keeping tickets updated
• Create new and adjust current Standard Operation Procedures to make service desk more efficient
• Collaborate with leadership team regarding suggestions to improving our processes and workflows

Benefits

• Base salary range: $75,000 to $85,000
• This position is also eligible for a bonus in accordance with the terms of the Company's plan
• Health and Welfare (Medical, Dental, Vision)
• Accident, Critical Illness, and Hospital Indemnity
• Employee Assistance Program (EAP)
• Life and AD&D Insurance
• Short- and Long-Term Disability Insurance
• Flexible Spending Accounts
• Transportation and Parking Accounts
• Health Savings Accounts (with company contribution)
• Retirement Planning (401k with matching contribution)
• Legal Benefits
• Identity Theft Protection
• Pet Insurance
• Wellness Program Offerings
• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually
• 8 Paid Holidays per year, including 1 floating holiday