Randstad Digital Americas ยท 1 day ago
Service Desk Team Lead Remote
United States
Full-time
Remote
Mid, Senior Level
$20/hr - $21/hr
3+ years expRandstad Digital Americas is seeking an experienced Service Desk Team Lead to guide a Shared Service Desk team of 10+ agents. The role involves managing day-to-day operations, coaching team members, and ensuring high-quality support across multiple clients in a fast-paced environment.
Information Technology & Services
Responsibilities
Manage the day-to-day operations of a team of 10-15 Service Desk Agents
Conduct weekly 1:1s, monthly performance reviews, and live call/ticket audits to identify coaching opportunities
Foster a collaborative and resilient team culture that minimizes burnout, a common challenge in shared service environments
Oversee scheduling, time-off requests, and shift handovers to ensure 24/7 (or business hour) coverage
Monitor real-time dashboards to ensure adherence to SLAs (First Response Time, Resolution Time) and KPIs (CSAT, First Contact Resolution)
Actively manage ticket queues to prevent backlogs and ensure equitable workload distribution among agents
Serve as the primary point of contact for handling escalated issues from the team or dissatisfied stakeholders/customers
Oversee the creation and maintenance of the Knowledge Base to ensure agents have up-to-date procedures for various clients/business units
Identify bottlenecks in the support workflow and propose changes to the Service Desk Manager to improve efficiency
Lead the training and onboarding process for new hires to get them to full productivity quickly
Qualification
Required
Minimum 3-5 years of experience in an IT Service Desk environment, with at least 1+ year in a leadership or senior capacity (Team Lead, Shift Lead, or Senior Analyst)
Proven experience mentoring or leading teams of 10 or more individuals
Understanding of how to manage support for multiple clients or business units simultaneously (multi-tenant environments)
Strong working knowledge of ITSM tools (e.g., ServiceNow, Jira Service Management, Zendesk, or Freshservice)
Familiarity with supporting Microsoft 365, Active Directory, Azure, and remote support tools
Preferred
ITIL 4 Foundation certification
Experience using Power BI or Excel to generate weekly performance reports
Benefits
Medical
Prescription
Dental
Vision
AD&D
Life insurance offerings
Short-term disability
401K plan
Company
Randstad Digital Americas
Randstad Digital is a trusted digital enablement partner that facilitates accelerated transformation for businesses by providing global talent, capacity, and solutions across specialized domains.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Graig Paglieri
CEO, Randstad Digital Americas
Pascal de Hesselle
SVP, Executive Client Partner - Technology, Media & Telecom
Company data provided by crunchbase