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Boca Raton

    Team Lead - Boca Raton, United States - Ark Solutions

    Ark Solutions
    Ark Solutions Boca Raton, United States

    2 weeks ago

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    Description

    Positions Summary:


    Responsible for daily operations of their team which aims to triage and quickly address or route incoming issues and sends requests to the appropriate support team, while providing excellent customer service experience.

    This role is responsible for training and supporting the team. The supervisor will help resolve issues and will be the main escalation point for incidents or requests.

    Additionally, the supervisor is involved in the continuous improvement process, which includes performance assessment, report creation, metrics monitoring, and documentation.


    Job Responsibilities:


    Manage the day-to-day activities of their team, including prioritizing support, delegating work, monitoring, and reporting trends, including security incident awareness, and ensuring efficient service delivery by leveraging the IT support specialists.

    Serve as a high-level resource for their team and the main escalation point for customer service related issues.
    Assists with the monitoring and tracking of inventory for the Information Technology cost center.

    Work closely with the IT leadership to identify areas for improvement in the processes, and workflows to implement strategies, to enhance overall efficiency, user satisfaction, and service quality.

    Monitor, analyze, and suggest improvements to work processes, for improved efficiencies, while keeping the knowledge library updated for the best experience for our customers and our IT team members.

    Collaborate with other IT departments to ensure that all service tickets are resolved and responded to promptly for the specified unit.

    Performs Quality Assurance on customer incidents onsite or at remote sites, by ensuring that Service Level Agreements are met.
    Responsible for coordinating and scheduling audiovisual setups and video conferencing support


    Required Skills:
    High school diploma or equivalent; additional certifications or relevant education is a plus.
    IT Enterprise experience is preferredMinimum two years' experience in customer service and quality assurance.
    Minimum one year of supervisory experience managing staff and projects.
    Previous experience using a ticketing system that manages support requests and monitoring trends.

    Ability to manage multiple priorities and work independently or as part of a teamCapacity to perform in high-pressure situations, with strong organizational and time management skillsStrong technical troubleshooting skills with hardware and software issues.

    Understanding of help desk processes and service management principles.
    Supervisory skills, including the ability to motivate, develop and empower team members.
    Onsite hours of operation are between 7:00 am and 6:00 pm, Monday through Friday.
    Ability to lift up to 30 pounds

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