Location: Naugatuck,CT, USA
Are you thinking about advancing your career with one of the most successful logistics organizations worldwide? Here at Kuehne+Nagel, our Naugatuck is looking for a new IT Service Desk Team Lead to join our IT team.
Your Role
As our IT Service Desk Team Lead, you will be responsible for supporting all staff in North America with software and hardware problems, leading a Technical Support Team of 4 technical support specialists. Your Service Desk team is the first point of contact for customers seeking technical assistance over the phone, e-mail, or by ticket system. You will be a hands-on lead, responsible for troubleshooting through diagnostic techniques and determining the best solution based on the issue and details provided by internal and external customers.
Your Responsibilities
* Ensure all tickets are handled and answered in a timely manner and will regularly follow up with the team
* Track and update our software licenses as needed
* Resolve problems in response to customer/system reported incidents via trouble tickets
* Act as an escalation point for your technical support specialists
* Prepare error diagnostics and detailed problem descriptions for escalation and handover
* Improve our customer service quality results by: studying, evaluating, and re-designing processes, establish and communicate service metrics, monitor and analyze results, and implement changes
* Involvement in new technical improvement projects
* Mentor your team of 4 technical support specialists
* Undertake and participate in development activities in conjunction with the other IT departments
Your Skills and Experiences
* 5-7 years experience in IT support and network troubleshooting
* 2+ years of practical operational, team lead experience
* Experience in logistics- or transport business is preferred
* Comfortable using/working with the following tools: PowerShell, Excel, Intune, IOS devices
* Effectively and efficiently manage multiple projects and competing deadlines with minimal supervision
* Ability to interact with different countries, cultures, clients (internal and external)
* Comfortable with after hour support on rotation basis
Good Reasons to Join
There has never been a better time to work in logistics. Bring your skills to an industry that offers stability and international career growth. We offer a great compensation and medical/dental benefits package, employee discounts, tuition reimbursement, excellent training programs, and a fun, and interesting global work environment. #LI-KE1