IT Service Desk Team Lead - Newton, United States - Bright Horizons Children's Centers

Description

What you will be doing:
The


IT
Service

Desk

Team

Lead

at

Bright

Horizons

plays

a

critical

role

in

providing

advanced

technical support to our

internal users through direct engagement on tickets, service level monitoring and team mentorship. They are a part of a dynamic team that ensures smooth operations, resolves complex issues, and

maintains

high levels

of customer satisfaction.
What we hope you will bring to this role:

Team


Performance:
Ensure

calls

are

monitored

and

tickets

are

resolved

or

updated

within

SLAs


Advanced Troubleshooting:
Investigate and resolve escalated technical issues related to hardware,

software,

network

connectivity,

and

applications.

Collaborate

with

other


IT
teams

to

find solutions promptly.

Incident


Management:
Handle

complex

incidents,

service

requests,

and

problems.

Prioritize

and

manage

multiple

tasks

effectively

while

adhering

to

service

level

agreements

(SLAs).


Root Cause Analysis:
Dig deep into recurring issues,

identify

underlying causes, and recommend

preventive

measures.

Document

findings

and

share

knowledge

with

the

team.

Technical


Documentation:
Create

and

maintain

detailed

documentation,

including troubleshooting guides, FAQs, and knowledge base articles.


Collaboration:
Work

closely

with

Tier

1

and

Tier

2

support

teams

to

ensure

seamless

issue resolution. Provide guidance and mentorship to junior analysts.

Customer

Service


Excellence:
Deliver

exceptional

customer

service

by

actively

listening

to users, empathizing with their concerns, and ensuring

timely

follow-up.

Continuous


Improvement:
Propose

process

enhancements,

automation,

and

efficiency improvements to enhance service delivery.

Job Requirements - Education/Experience


Education:
Vocational or technical educationin completion of an industry specific, post-secondary program with a focus on IT.

Bachelor'sDegree

in Computer Science

, Information

Technology,

or

related

field

preferred.

Experience:
Minimum of 3 years in a similar technical supportrole, with a focus on Tier 3 support or teamsupervision.

Additional Job Requirements

Technical Skills
Proficiency in Windows and macOS environments

Knowledge of Active Directory, Exchange, and Office 365.

Familiarity with remote desktop tools and ticketing systems.

Understanding of networking concepts (TCP/P, DNS, DHCP).

Soft Skills
Ability to coach, mentor individuals and teams to continually raise performance and achieve excellent customer service.

Excellent communication skills (both written and verbal).

Strong problem-solving abilities.

Ability to work independently and collaboratively.

Customer-centric mindset.

Detail-oriented and organized

The range of compensation listed here or that may be discussed in the interview process is what Bright Horizons in good faith anticipates offering for this job opening.

Actual compensation offers will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors.

Life at Bright Horizons:

Our home office employees support all facets of our business - and no matter which department you join, you'll be part of a passionate team doing work that makes a difference in the lives of children and families.

Our people are the heart of our company.

Because we're as committed to our own employees as we are to the clients we serve, our collaborative workplaces are designed to grow careers and support personal lives.

Here, you'll find traditional perks (health insurance, 401(k), PTO, and flex spending) plus childcare discounts, education assistance, and so much more.

Join us to experience how we support our people to realize their passion, possibilities, and purpose both at work and at home.

All in a workplace where you can be you. Come build a brighter future with us.
HAVING TECHNICAL ISSUES WITH YOUR APPLICATION?
Contact us at

or
Bright Horizons is dedicated to creating a workforce that promotes and supports diversity and inclusion. We provide equal employment opportunities to all individuals without discrimination.

Bright Horizons complies with the laws and regulations set forth in the following EEO is the Law Poster:

EEO - English

and

EEO - Spanish

along with information on the

Family and Medical Leave Act (FMLA)

and

Employee Polygraph Protection Act (EPPA)

.
Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the recruitment helpdesk at or

. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

#J-18808-Ljbffr