Technical Service Team Leader – Orem

Dimension & Scope:

Responsible for the overall direction, coordination, and evaluation of the daily Help Desk operation in our Orem, UT call center. This position is responsible for supporting, coaching, developing, and supervising a group of employees in a Help Desk environment.

Principal Duties and Responsibilities:

-Manage daily operations including personnel scheduling and call triage.
-Provide phone-based resolution of complex technology problems using 3rd tier resources (e.g., developers, vendor representatives, etc.)
-Receive and resolve escalated problems from subordinate technicians.
-On a daily basis, collect call management system performance statistics, client feedback and generate management reports.
-Review and identify operational changes to ensure performance to unit metrics.
-Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
-Monitor and take action on TKS, personnel and payroll issues.
-Develop and administer technician professional development and training plans.
-Modify Operations as needed to meet service level agreements under supervision of Sr. Manager.
-Communicate all process and client changes to direct reports in a timely manner.
-Promote the use of all center communication tools.
-Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.
-Other duties as assigned.

Education & Professional Certifications:

-Associates degree in related field or advanced vocational training with two to four years related experience, or, High school diploma or equivalent with three or more years of related work experience

Candidate Profile:

-Excellent customer service and interpersonal skills with emphasis on:Integrity, Communications Skills, Composure, Enthusiasm, Patience, Analytical, problem solving, organizational, decision-making skills and leadership skills.
-Familiarity with Help Desk operations methodologies.
-Familiarity with vendor supplied solutions tools and mechanisms.
-Demonstrated mastery of multiple technical disciplines such as: desktop products, LAN, operating systems, mainframe, midrange, and/or telecommunications.
-Experience in managing functional groups.
-Ability to simultaneously manage multiple complex events.
-Must have proficiency with various software applications programs including Lotus Notes, Microsoft Word, and Excel.
-Ability to guide individuals toward goal achievement using negotiation, teamwork / collaboration, motivation and staff development skills including the ability to act as a role model within the organization.
-Ability to demonstrate innovation and good judgement / problem solving skills when making decisions.
-Ability to work well under pressure.

Environment, Physical & Other Requirements:

NA

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