Lead Technical Service Desk Agent - Remote Eligible

Mentoring And Coordination Role

Provides mentoring to Tier 1 and Tier 2 team members. Acts as focal point for team in matters of scheduling, coordination, availability. Helps drive schedule adherence through coordinating team aux codes such as lunch, break, after-call work, etc. Coordinates, schedules and deploys agent trainings. Monitors Service Desk efficiency and overall effectiveness, making optimization recommendations. Provides regular progress and activity updates to manager, identifying areas of concern and opportunities for improvement. Partners with managers to evaluate tickets submitted, resolved and rejected, looking for trends and opportunities to improve the team's overall efficiency. Provides root cause analysis, comprehensive action plans and timely follow through in support of the incident management process.

You will be successful in this role if you have:

High School Diploma or GED required. May require technical certification or Associate Degree. Generally, 4-6 years' experience in area of responsibility. This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

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