Service Desk Team Lead (IT Operations Technician 2)

Company Name:
Job Description
CenturyLink Culture
CenturyLink Technology Solutions, which operated as Savvis until Jan. 21, 2014, delivers innovative managed
for global businesses on virtual, dedicated and colocation platforms. With deep IT infrastructure experience and an advanced network at the foundation, CenturyLink Technology Solutions services are enhanced by flexible automation and customization choices, enabling enterprises to focus on business results and advancements for their customers. CenturyLink Technology Solutions accolades include being named the No. 2 retail colocation provider by Synergy Research Group and Frost & Sullivan and earning cloud and managed hosting leadership recognition from leading industry analyst firms.
CenturyLink Technology Solutions is an operating segment within CenturyLink, an S&P; 500 company listed among the Fortune 500 list of America's largest corporations.
The CenturyLink Technology Solutions (CTS) Service Desk Team Lead AKA (IT Operations Technician 2)
Candidate Profile:
We hire those who display our values, have deep expertise in serving clients and are passionate about advances in the IT space. We look for people who have a motivational commitment to excellence, offer a personal approach to service, enjoy a challenge and are dedicated to pursuing growth and learning.
Purpose of Position:
Leads a team of support personnel who troubleshoot IT issues and are accountable for all aspects of service delivery (call management, escalation, reporting and end user customer satisfaction). Implements policies and procedures regarding how issues are identified, received, documented, distributed and corrected. Ensures maximum issue resolutions in minimum time and suggests changes to existing products or services to better aide the end user. The Team Lead will provide ongoing support to the Team Supervisor to ensure compliance with the service levels, drive quality outcomes and facilitate continual service improvement.
Position Summary:
Service observe calls in split/skill routed to an Analyst
Provide call follow-up on open
Run daily/weekly/monthly customer reports
Involved in meetings/conference calls with Supervisor and customer to make certain communication remains open and consistent
Provide ongoing training and key updates received from customer to all Analysts
Review ACD reports
Check staffing requirements on a daily basis and make recommendations to management
Analyze work flows
Work with other Analysts to provide telephone/email/fax support to customers
Periodically performs routine and emergency support
Ensures that the individual and team services are performed in a timely, consistent, responsive manner; with the highest standards of professional and ethical competence and integrity as defined in the Standard Operating Procedures (SOP)
Verifies the quality, accuracy and timeliness of responses and actions taken to ensure that team service delivery goals are met
Monitors the accuracy of information collected by team members
Ensures that cases are populated and catalogued accurately
Monitors the status of open cases for the team to assure that calls are resolved or referred in a timely manner to the client's and support partner's satisfaction
Verifies that Total Contact Ownership (TCO) is being performed
Adheres to the Service Desk Quality Management Program (QMP) guidelines and requirements
Supports the Service Desk QMP through timely call and ticket audits
Provides feedback to individuals on error rate and client satisfaction
Prioritizes workloads and balances conflicting demands
Provide feedback to Team Supervisor regarding performance evaluations for assigned analysts
Identifies training requirements, develops and maintains individual training plans for team members
Minimum Requirements:
The Team Lead should possess:
At least 1 years' experience in leading a team of employees
At least 3 years direct support to end users of PC-based applications, or relevant experience in a technical or client support environment
Experience managing a multiple client, 24/7 helpdesk
Strong interest in IT
Good Microsoft Office knowledge
Client focused
Excellent verbal, written and analytical skills in English and in other languages required by the client
Proven customer service experience
Leadership skills
Interpersonal skills
Enjoy working in a team environment
Have good planning and organization skills
Ability to respond to tight deadlines and work under pressure
Supportive and committed team player
Experience of using Ticket Management tools
Pro-active and motivated to do a good job for the customer
Preferred Requirements
The ability to learn new applications.
Experience in a similar industry
At least 3 - 5 years direct support to end users of PC-based applications, or relevant experience in a technical or client support environment
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.
Federal law requires all employers to verify the identity and eligibility of all persons hired to work in the United States. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. No phone calls, please.
Tracking Code : 199404-936
Job Location : Town And Country,
, United States
Position Type : Full-Time/Regular

Don't Be Fooled

The fraudster will send a check to the victim who has accepted a job. The check can be for multiple reasons such as signing bonus, supplies, etc. The victim will be instructed to deposit the check and use the money for any of these reasons and then instructed to send the remaining funds to the fraudster. The check will bounce and the victim is left responsible.