Job Order Detail

Description

SLGA is seeking a permanent full-time Service Desk Team Lead. Reporting to the Support Supervisor, this position is responsible for the growth, change management, development, and effectiveness of the entire service desk team. This position is responsible for management of the Service Desk team and ensuring productivity and efficiency with the teams work to deliver high level of internal and external customer satisfaction. The SLGA Service Desk is the single point of contact for users regarding all technology incidents, service requests and how-to inquiries. As a result, this position is required to diagnose, assess, and identify ways to fix users information technology problems. Specific areas of responsibility include maintaining service levels and call statistics, staffing, coaching, reporting, escalations, and scheduling on-call.

Refer to the PDF for further details.