Position at Zones LLC. Company
When it comes to IT solution providers there are many choices. But when it comes to providers with innovative and differentiating end-to-end service offerings there’s only one Zones – First Choice for IT.TM Zones is a global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need Zones a Minority Business Enterprise (MBE) in business for over 35 years specializes in Digital Workplace Cloud & Data Center Networking Security and Managed/Professional/Staffing services. Operating in more than 120 countries leveraging a robust portfolio and utilizing the highest certification levels from key partners including Microsoft Apple Cisco Lenovo Adobe and more Zones has mastered the science of building digital infrastructures that transform the way business operate ensuring whatever they need they can consider it done follow Zones LLC on Twitter (Zones) LinkedIn and Facebook.
The Service Desk Team Lead has the responsibility for leading the day-to-day operation of the service desk. This role is crucial to ensuring customer requirements are met in terms of communication prioritization escalations & resolutions of incidents and requests. The Service Desk Team Lead is responsible for making sure that the help desk team delivers flawless customer service in managing incident restoration service level agreements and monitoring the duties of the service desk team members to ensure that client inquiries are promptly attended to. They will act as an SME for Mac OSX iOS O365 Windows 10 Active Directory Citrix Workspace Multifactor Authentication and provide service solutioning support when needed.
as the Team lead – Service Desk The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Leading the day-to-day success of the service desk.Ensuring knowledge articles are up to date and accurate.Ensuring coverage at the desk by overseeing scheduling and managing call outs.Ensuring Proper Response is given for Level I and Level II Service Desk Incidents and Requests where appropriate.Serve as the point of contact for all Customer Support communications and report to the Project Manager to ensure all concerns are addressed on time.Serve as the liaison between Zones & The client.Handling management & client escalations via phone emails & chat with a sense of urgency.Ensuring work is progressing on time and according to deadlines set by the Service Desk Manager.Working with the Service Desk Analysts to ensure the team is trained up to date on technology and pursuing personal development growth.Identifying Gaps in Team Policy & Procedures and provide feedback on improvementsServe as the Subject Matter Expert (SME) in Incident Management and Ticket Handling while driving the team to consistently achieve and exceed SLAs through proactive leadership and responsive action in a dynamic environment.Provide reporting and metrics for Customer Support Activities on a monthly quarterly and annual basis (Call metrics Response times Application uptime etc) to both analysts and the Service Desk Manager.Issue instructions sets expectations assigns duties to Customer Support team and monitors progress ensuring successful execution of daily deliverables.Contributes to documentation effort of team initiatives (Processes Operational Docs etc.)Participate in internal and external audits as necessary.Maintains strategic focus on building strong relationships with Client understanding their needs and delivering quality solutions and/or processes that support key business needs.Partnering with management to achieve & exceed monthly quarterly & yearly team goals.Mentoring peers & newly hired associates. What you will bring to the team Minimum of a bachelor’s degree (BCA Dip.IT/CS Eng. CS/IS).A minimum of 4 years’ experience in a similar ITSM Based service desk Leadership Role.Experience or certification with ITIL version 3 & above.Working knowledge of Mac OSX and Windows 7 10 Office 2016 Office 365 and Microsoft Active Directory.Working Knowledge on Multi Factor Authentication (Microsoft & RSA).Working Knowledge on ServiceNow.Working Knowledge on Citrix One Auth Citrix VDI Citrix Any-Connect.Zones offers a comprehensive
packageWhile we’re committed to providing top-tier solutions we’re just as committed to supporting our own teams.
a competitive compensation package where our team members are rewarded based on their performance and recognized for the value they bring into our business. Our team members enjoy a variety of comprehensive benefits including Medical Insurance Coverage Group Term Life and Personal Accident Cover to handle the uncertainties of life flexible leave policy to balance their work life. At Zones work is more than a job – it's an exciting career immersed in an inventive collaborative culture. If you’re interested in working on the cutting edge of IT innovation sales engineering operations administration and more Zones is the place for you! All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race color religion sex sexual orientation gender identity national origin disability protected veteran status age genetic information or pregnancy.
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