Job Title: Service Desk Team Lead (Virtual Opportunity)Job Summary:The service desk team lead will be responsible for overseeing the day-to-day operations of our IT Service Desk, ensuring the delivery of high-quality technical support to our internal users. The IT Service Desk Team Lead will lead a team of Service Desk technicians and collaborate with various individuals throughout the IT team to maintain an efficient and reliable IT support system.Seeking applicants in the Pacific or Mountain times zones for this remote/virtual opportunity. Supervisory Responsibilities: Interviews, hires, and trains new staff. Oversees the daily workflow of the department. Provides constructive and timely performance evaluations. Handles discipline and termination of employees in accordance with company policy. Duties/Responsibilities: Supervise and lead a team of Service Desk technicians, providing guidance, coaching, and support to ensure the team's success. Oversee the daily operations of the IT Service Desk, ensuring timely and effective resolution of user issues and requests within defined service level agreements (SLAs). Monitor Service Desk performance metrics, analyze trends, and implement improvements to enhance overall service quality and customer satisfaction. Act as a point of escalation for complex technical issues, working closely with team members and other IT departments to resolve problems efficiently. Collaborate with cross-functional teams to develop, update, and maintain knowledge base articles to ensure accurate and up-to-date information is available to users. Support the process for imaging and deploying all PCs and Laptops. Other duties as assigned. Required Skills/Abilities: Strong technical background with a comprehensive understanding of desktop operating systems, hardware, software applications, and network infrastructure. Understanding of IT Service Management frameworks and best practices. Excellent problem-solving and analytical skills, with the ability to resolve complex technical issues and make sound decisions under pressure. Exceptional communication skills, both written and verbal, with the ability to communicate technical concepts to non-technical users effectively. Demonstrated leadership abilities, including team building, coaching, and performance management. Strong customer service orientation and a commitment to delivering high-quality IT support. Familiarity with IT Service Desk software and ticketing systems, specifically ServiceNow. Ability to adapt to a fast-paced and dynamic work environment while managing multiple priorities effectively. Excellent interpersonal and customer service skills. Excellent organizational skills and attention to detail. Excellent time management skills with a proven ability to meet deadlines. Strong supervisory and leadership skills. Ability to prioritize tasks and to delegate them when appropriate.Education and Experience: Bachelor's degree in information technology, or equivalent combination of training & work experience.Working Conditions: The physical and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Physical Demands: While performing the duties of this job, the employee is required to walk, use hands to finger, handle objects, tools, or controls; reach with hands and arms; balance; stoop; bending or crouching; talk or hear. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Some lifting of files, opening cabinets. Bending or standing as necessary.Work Environment: While performing the duties of this job, the employee is exposed to weather conditions and other elements prevalent at the time. This description is not intended to be, nor should it be construed as an all-inclusive list of responsibilities, skills or working conditions associated with the position. It is intended to accurately reflect the activities and requirements of the position, but duties may be added, deleted, or modified, as necessary. This description does not constitute a written or implied contract of employment. Review the Benefits associated with this position: Who is Sealaska? Established in 1972, Sealaska is the Alaska Native regional corporation for Southeast Alaska. Our 23,000 shareholders are Tlingit, Haida and Tsimshian people with more than 10,000 years of ancestral ties to the oceans, forests and communities of Southeast Alaska. We serve the twin goals of economic prosperity and environmental protection. We are committed to providing the best possible climate for maximum development and goal achievement for all our employees. As a Native-owned company, Sealaska Corporation is proud to promote an inclusive and diverse workplace, with respect for the cultural traditions in the communities where we operate.Sealaska Corporation is an equal opportunity employer. All applicants are considered without regard to race, color, sex, gender, age, religion or religious creed, national origin, ancestry, citizenship, marital status, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, military or veteran status, or any other characteristic protected by law. However, preference may be extended to an enrolled member of a federally-recognized Indian Tribe.** Indian Tribe means an Indian Tribe, band, nation, or other organized group or community, including any Alaska Native village or regional or village corporation as defined in or established pursuant to the Alaska Native Claims Settlement Act (85 Stat. 668; 43 U.S.C. 1601) which is recognized as eligible for the special programs and services provided by the United States to Indians because of their status as Indians.Other details
- Pay Type Salary
- Min Hiring Rate $100,000.00
- Max Hiring Rate $120,000.00
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