Service Desk Lead
Vertin Co
Service Desk Team Lead
We are seeking a Service Desk Team Lead to oversee our Technical Service Consultants within our Managed Services practice. This individual will be responsible for leading daily support operations, managing ticket queues, maintaining SLA compliance, and ensuring exceptional client experience. The ideal candidate combines strong technical support experience with leadership ability and a proactive approach to identifying service and sales opportunities.
Team Leadership
· Lead, mentor, and develop Technical Consultants
· Conduct regular performance coaching and ticket quality reviews
· Facilitate daily stand-ups and team meetings
· Support recruiting, onboarding, and training of new team members
Queue & Operations Management
· Manage and prioritize service desk ticket queues
· Ensure SLA adherence and timely issue resolution
· Act as escalation point for service desk team
· Monitor KPIs including response times, resolution times, and CSAT
· Drive continuous process improvement
Client Experience
· Ensure high-quality client communication and professionalism
· Address client escalations and service concerns
· Identify recurring issues and recommend long-term solutions
Inside Sales & Growth Support
· Identify upsell opportunities during support interactions
· Support account management team with service expansion initiatives
· Contribute to revenue growth through proactive service recommendations
Vacancy posted 4 days ago
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