At NAVISITE - Part of Accenture, celebrating our employees and investing in their well-being and development is not just a priority or an initiative - it's woven directly into our company fabric. Our mantra and unofficial corporate hashtag #SoMuchGood is all about recognizing our team's commitment and achievements, both inside and outside the office. It's that theme that has driven a host of programs at Navisite - it's who we are. What we do is simple: We work hard, we have fun, we give back to the community and we never take our eye off the goal - creating a modern cloud MSP with a global, talented team of employees. Join us and be part of our team!!

Service Desk Team Lead Job Description

Navisite is looking for an experienced Service Desk Team Lead to oversee our Service Desk support team providing exemplary technical support to our customers. You will be responsible for training, supporting, and leading the team. You will also be required to manage ticket escalation and resolve any technical issues.

To be successful as a Service Desk Team Lead, you must have excellent interpersonal and conflict management skills. Be able to ensure that our customers receive professional and efficient technical support. Quality and timeliness of updates are of utmost importance.

Service Desk Team Lead Responsibilities:

•Managing and supporting a team of Service Desk Engineers.

•Mentoring the teams, providing training, and conducting performance evaluations.

•Monitoring teams’ performance and developing feedback reports for management.

•Communicating with customers and providing in-person and phone support, if required.

•Troubleshooting and resolving technical issues.

•Managing escalations and ensuring any issues are resolved in a timely manner.

•Making recommendations to improve operational efficiency.

•Developing a Knowledge-base in our ticketing tool to be customer specific or generic.

•Ensuring Customer specific SOPs are followed

•Overall hygiene for different customer environments in Active Directory and Azure

Service Desk Team Lead Requirements:

•Bachelor's degree in computer science, information technology, or a related field.

•At least two years of experience as a Service Desk Team Lead or in a technical support role.

•Strong technical background – knowledge of AD, Azure AD, Intune, Autopilot Managed Engine, Office365, Exchange, Exchange Online

•Familiarity with building and deploying Windows images

•Overall hygiene for different customer environments in Active Directory and Azure

•Familiarity with security best practices

•Strong analytical and troubleshooting skills.

•Ability to work under pressure.

•Excellent leadership and people management skills.

Additional Information

NAVISITE - Part of Accenture, is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees. Navisite does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor.

Internal Applicants – No sponsorship available / External Applicants – Sponsorship not guaranteed. Any potential sponsorship depends on a number of factors, including but not limited to the local candidate pool and can vary from year to year.

You must ensure compliance with data protection legislation under the DPA, EU GDPR, any other applicable data protection legislation.