The Service Desk Team Lead will be responsible to maintain and lead the day-to-day operations of the retail service desk team. Providing a single point of contact for raised incidents, or requests and the rectification of underlying problems. As a Service Desk team lead, you will be managing and developing the team, delivering an effective service desk in line with ITIL standards, providing advice and guidance, ensuring resolution within our identified service level agreements, and following our established Standard Operation Procedures.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Required Skills & Experience

The ideal candidate will have a four-year technical degree or the equivalent in work experience and two or three years of prior related work experience, including team leadership.
* The candidate will have the ability to provide positive customer service and advanced communication, problem-solving, and technical writing skills, in addition to working with a team to achieve functional goals.
* Technical proficiency in relevant operating systems, applications, and/or languages is required.
* Relevant Technology:
o Experience with ACD systems, such as any of the following: Amazon (AWS), Avaya, Cisco Jabber, Cisco Unified Contact Center, Genesys, NICE InContact, Five9
o Experience with ITSM / Ticketing systems, such as any of the following: BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk
* Demonstrated support of enterprise environments, including:
o Hands-on and/or remote Break / Fix support of desktop and laptop computing equipment and peripherals
o Hands-on and/or remote Break / Fix support of POS Systems (retail environment), Ticket printers, Zebra Printers, and local network printers.
o Support of RFID / RED technology, handheld scanners, and sonar inventory devices with full understanding on how this technology works.
o Support of Microsoft Windows 10 Operating System
o Knowledge of basic networking connectivity -- DHCP, DNS, Cabling, etc.
o Support of MS O365 provisioned accounts
o Support of mobile devices such as iPads, iPhones, Surface Devices, etc.
o Password Reset, Account Unlock, etc.
o Support of MacBook devices and MacOS
o Support of collaboration platforms and environments such as Zoom, Slack, MS Teams, etc.
o Use of remote-support technologies such as Bomgar, TeamViewer, BeyondTrust, etc.
o Outstanding customer service and time management skills to deliver rapid problem-solving.
o Audio / Visual experience a plus.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.