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Managed Services - Team Lead, Service Desk

Houston, TX, USA Req #177
Thursday, March 28, 2024

Position Title: Team Lead, Service Desk


Position Location: On-Site in Houston, TX 


Job Summary: 

Manage a team of service desk consultants to ensure optimal and exceptional delivery and control with the objective of achieving or exceeding customer service level agreements (SLA’s) in the most cost-effective manner.


Essential Functions:

  • Manages customer satisfaction and retention of clients by improving customer service of team.
  • Manages the team’s achievement of customer SLA’s.
  • Provides customers with expert advice/input.
  • Communicates operational issues and relevant business information to team.
  • Participates in interviews and makes appointment recommendations and facilitates vesting of new employees.
  • Performance management – contracts performance expectations with team members and conducts regular performance review discussions.
  • Facilitates personal development of team members: Determines baseline performance and identify development gaps; coaches’ technical skills of subordinates; facilitates development and implementation of Development Packs; Identifies teams’ development priorities / training needs & solutions.
  • Motivation. Ensure staff well-being; facilitates effective teamwork and conflict handling.
  • Facilitates implementation of change through support and implementation of change initiatives.
  • Capacity management: Day-to-day service desk people capacity planning, scheduling, coordinating of activities & resourcing (incl. leave planning and training of the appropriate skills to enable delivery).
  • Objective setting for team: Facilitates clear understanding of individual responsibilities; assigns work to individuals and sets priorities (day to day); sets deadlines and standards for performance.
  • Operational performance monitoring: monitors team’s productivity and operational performance and takes rectifying action if required (focus on analyze trends and issues and developing solutions).
  • Process improvement: Improves the efficiency of processes and procedures within the framework of the generic process.
  • Compliance management: Implements and executes the governance framework; ensures effective use of integrated corporate tools; and manages compliance to processes, procedures, and standards.
  • Team risk management: Identifies challenges and risks (people and business).
  • Liaise with stakeholders outside the team to ensure alignment and to address and improve escalated operational issues.
  • External: Liaises with customers to address operational issues.
  • Internal: Ensures service line engagement and integration.
  • Implements a governance framework internally and externally.
  • Acts as a project resource for changes in the services supported.
  • In the absence of SD Operations Manager takes over all duties as required.
  • Other duties as assigned.


Required Skills/Abilities/Competencies:

  • Excellent verbal and written communication skills.
  • Ethical and Critical Thinking.
  • Excellent interpersonal and customer service skills.
  • Excellent sales and customer service skills.
  • Excellent organizational skills and attention to detail.
  • Excellent time management skills with a proven ability to meet deadlines.
  • Strong analytical and problem-solving skills.
  • Strong supervisory and leadership skills.
  • Ability to prioritize tasks and to delegate them when appropriate.
  • Ability to function well in a high-paced and at times stressful environment.
  • Proficient with Microsoft Office Suite or related software.


Education and Experience:

  • 1.5 years’ experience in a Service Desk environment.
  • Experience as a Backup Team Leader is an advantage.
  • Desktop support environment Proven track record, knowledge, and experience of a service desk/desktop environment.


Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.


Converge Technology Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Other details

  • Job Family Services
  • Pay Type Salary
Location on Google Maps
  • Houston, TX, USA