Technical Services Group Leader, 2nd Shift

Supervise daily operations of the second-shift Tier 1/Tier 2 Helpdesk and Batch Operations Group Coordinate off-hour support and ensure high-quality, customer-focused support services Lead group activities, provide direction and purpose, and communicate effectively with staff Lead the Support Services group hands-on by participating in tickets, issues, and customer interactions Assess Helpdesk productivity by individual and group Complete annual performance reports for the Support Services group Monitor the Helpdesk queue to ensure issues are resolved within SLAs Monitor key web page displays for alerts and notify appropriate individuals for resolution Lead process improvement initiatives for leased equipment replacements Develop and implement initiatives to improve the customer experience Identify and implement process improvement opportunities Meet with user-department representatives to identify needs and coordinate Helpdesk activities Identify tools to improve customer services Develop project plans and identify deliverables, milestones, and resource requirements Supervise staff, including interviewing, training, coaching, and evaluating performance Perform other duties as assigned Requirements 3+ years of leadership experience 5+ years hands-on experience as a helpdesk technician and with an enterprise IT Helpdesk system A+ Certification Prior supervision experience Excellent communication, problem solving, customer service, teamwork, time management, and organizational skills Thorough understanding of Microsoft Active Directory, Office 365, and Windows 10 Advanced knowledge of PC hardware: desktops, laptops, and printers Ability and willingness to document work, processes, procedures, or work instructions Ability to multi-task, be a constant learner, and remain calm when dealing with a crisis Bachelor's degree in related field preferred ServiceNow experience preferred Microsoft Certified, or equivalent preferred Knowledge of imaging techniques and remote software deployment, preferably SCCM, preferred Ability to work second shift and modify shift or work overtime as needed Core Competencies Demonstrates strong leadership in managing Helpdesk operations, ensuring high-quality customer support, and implementing process improvements. Proficient in Microsoft Active Directory, Office 365, and Windows 10, with a focus on enhancing the customer experience and team productivity. Highest-signal resume keywords Leadership Experience Helpdesk Technician Experience A+ Certification Microsoft Active Directory ServiceNow Experience ATS Optimization Keywords Hard Skills Helpdesk Operations Management PC Hardware Knowledge Imaging Techniques Remote Software Deployment Performance Reporting Process Improvement Customer Service Ticket Management Project Planning SLA Monitoring Soft Skills Communication Skills Problem Solving Teamwork Time Management Organizational Skills Certifications & Qualifications A+ Certification Microsoft Certified Industry Keywords Helpdesk Support Customer Experience Second Shift Operations Enterprise IT Helpdesk Batch Operations Tools & Technologies ServiceNow SCCM Microsoft Office 365 Windows 10 Microsoft Active Directory #J-18808-Ljbffr Jobtailor