Service Desk Team Lead

Alaka `Ina - Albuquerque, NM

Full-time - Mid Level

Albuquerque, NM

About the position

The Service Desk Team Lead at Alaka'ina Foundation Family of Companies is responsible for overseeing the service desk operations in Albuquerque, NM. This role involves leading a team to resolve technical issues related to hardware and software, ensuring high-quality service delivery, and maintaining effective communication with both team members and management. The Team Lead will also participate in team development, performance evaluations, and the overall management of service desk activities.

Responsibilities

• Supervise the Service Desk by defining schedules and setting priorities.
• Assist in developing work objectives and advise team members on critical issues.
• Support the development of the team's knowledge base and maintain technical documentation.
• Oversee sensitive property assigned to the Service Desk, including US Government laptops and workstations.
• Ensure timely delivery of project deliverables and maintain high standards for ticket documentation.
• Provide direction and leadership for projects, delegating responsibilities as necessary.
• Coordinate with other IT teams to ensure timely resolution of unresolved issues.
• Communicate closely with the Service Center Manager for efficient operation of the Service Desk team.
• Participate in the interview and selection process for new team members and conduct performance evaluations.
• Gather and analyze data to benchmark team workload and performance.

Requirements

• Bachelor's degree in computer science or information technology, or a minimum of 4 years related work experience.
• ITIL certification required or must be able to obtain.
• At least six months of prior experience in a leadership role.
• Strong troubleshooting skills and effective communication skills.
• Effective coaching and mentoring skills.
• Planning, organizational, and time management skills.
• Excellent customer service skills and strategies.

Nice-to-haves

• Proficient with Windows OS 10 in a stand-alone and networked environment.
• Experience with smart card multi-factor authentication.
• Experience using Active Directory for user account and group management.
• Experience in the management of Virtual Desktop environments (VMWare - Horizon).
• Technical writing aptitude.

Benefits

• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• Tuition reimbursement
• Paid time off
• 401(k) matching
• Life insurance