Be an early applicantLess than 25 applicantsPosted by Agency
Randstad USA ยท 3 days ago
IT Service Desk Team Lead
New York, NY
Full-time
Onsite
Senior Level
$40/hr - $45/hr
5+ years exp
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Responsibilities
Coach all team members and provide necessary advice and guidance to be in compliance with standards, to exceed SLAs, and to achieve team and organization goals.
Empower team members to develop the skills they need to perform optimally
Coordinate staffing schedules and delegate responsibilities to the team.
Create a high-performing team environment
Perform all IT Service Desk (ITSD) Level I, II & III functions, as needed.
Act as a point of escalation and knowledge for Support Technicians.
Act as a backup for the IT Service Desk Manager.
Utilize tools to ensure prompt resolution of incidents and requests.
Function as technical escalation point and provide solution to any complex IT issues or requests.
Clearly communicate escalated issues to other support groups or product managers as needed; escalate all emergency issues to IT leadership.
Assist in the creation of ITSD policies and procedures and the team's adherence to these.
Participate in candidate interviews including providing feedback
Oversee all training and maintain training materials and ensure its accuracy.
Stay current with trends in the information technology industry.
Carry out in-depth research to identify new or enhanced methods of addressing issues or fulfilling requests within the department.
Identify, design and implement any necessary preventive measures to reduce customer faults and issues.
Qualification
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Required
5+ years' experience in an IT related support position with in-depth knowledge of PC and Mac platforms and the diagnosis and resolution of software, hardware, and networking issues
3+ years' experience as an IT Team Lead or Manager
High School education
Developing and managing a team of 5 or more full-time staff
Strong technical acumen in a corporate environment
Oversee the day-to-day operations and performance of the IT Service Desk team
Coach all team members and provide necessary advice and guidance to be in compliance with standards, to exceed SLAs, and to achieve team and organization goals
Empower team members to develop the skills they need to perform optimally
Coordinate staffing schedules and delegate responsibilities to the team
Create a high-performing team environment
Perform all IT Service Desk (ITSD) Level I, II & III functions, as needed
Act as a point of escalation and knowledge for Support Technicians
Act as a backup for the IT Service Desk Manager
Utilize tools to ensure prompt resolution of incidents and requests
Function as technical escalation point and provide solution to any complex IT issues or requests
Clearly communicate escalated issues to other support groups or product managers as needed; escalate all emergency issues to IT leadership
Assist in the creation of ITSD policies and procedures and the team's adherence to these
Participate in candidate interviews including providing feedback
Oversee all training and maintain training materials and ensure its accuracy
Stay current with trends in the information technology industry
Carry out in-depth research to identify new or enhanced methods of addressing issues or fulfilling requests within the department
Identify, design and implement any necessary preventive measures to reduce customer faults and issues
Preferred
BS/BA degree preferred
CompTIA A+ certified
IT SDI certified
Excellent communication and interpersonal skills
Ability to use data to improve a team's operational efficiency
Ability to effectively organize and manage multiple company initiatives and encourage coworkers to do the same
Critical thinker and problem-solving skills
Experience with ServiceNow preferred
Experience level: Experienced
Minimum 5 years of experience
Helpdesk skills
Benefits
Health Insurance
401K Contribution
Company
Randstad USA
Randstad US is a wholly owned subsidiary of Randstad Holding nv, a global provider of human resources solutions.
1,001-5,000 employees
H1B Sponsorship
Randstad USA has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Trends of Total Sponsorships
2023 (602)
2022 (710)
2021 (1057)
2020 (1561)
Funding
Current Stage
Late StageLeadership Team
Karen Fichuk
CEO
Bob Lopes
Chief Human Resources Officer
Recent News
2024-02-09
2023-12-22
Company data provided by crunchbase
