IT Specialist, Help Desk Team Lead

Position Description:

The Help Desk Team Lead will be responsible for supervising the daily operation of the ISD Help Desk Team. This responsibility will include managing help desk personnel, scheduling of resources, help desk staff training and mentoring. Other duties will include monitoring the automatic call distribution system, help desk ticket triage and escalations, customer issue resolution and regular reporting to Client Services management. This responsibility will also require the management of issue escalation to cross-functional teams within the organization.RequirementsBachelor's degree in Information Technology field of study or equivalent related experience5 plus years of experience in the Information Technology field.Experience managing several direct reports in an interrupt-driven environment. The ability to motivate and mentor staff in a stressful environment where high turnover is common.Excellent customer service skills.Ability to successfully perform in a team environment within the organization. Experience in project management and the ability to work within a strategic framework, including measuring customer requests for projects against the framework. Will require diplomacy when deferring customer requested projects.Familiarity with ITIL and Project Management Body Of Knowledge.