Service Desk Team Leader
Security clearance required
Core
Leads small delivery management projects, troubleshoots client issues, and monitors team performance against SLAs.
Role type
Senior IC service desk team leader
Builds
IT service delivery solutions and client support
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
Project planning, cost tracking, client communication, SLA monitoring, team mentoring, issue escalation, 3rd party management, reporting
Preferred skills
Prior team lead experience
Technologies
N/A
Responsibilities
Lead small delivery management projects, troubleshoot and document client issues, monitor team performance versus SLAs, develop and maintain client status reports, escalate client and process issues, work with 3rd party providers and sub-contractors, mentor team members
Seniority
Mid-level, hands-on IC