Service Desk Team Lead

Position Overview As a Service Desk Team Lead, you will lead, coach, mentor, train, manage, and hold accountable a team of Service Desk Technicians and Engineers who operating the first line component of the Service Desk.
You will be responsible for developing a “client first culture” within the Pod.
You will also be responsible for the tactical performance of the Pod, including monitoring ticket escalation, prioritization, and load balance.
NOTE - this is a hybrid role with three days per week working in our South Bend, Indiana office (Tuesday - Thursday).
Essential Duties & Responsibilities: Effectively manage, develop, and train a Pod of technicians and engineers dedicated to delivering excellent support of our clients Ensure that the Pod delivers an exceptional client experience Contribute to and deliver improvements that support the continuous improvement of processes and controls within the Pod Handle questions on escalation/assistance requests for the Pod Enforce operational/procedural responsibilities Lead – and be accountable for - client communications during service issues and ensure proper communication cadence is carried out by the Pod Serve as the primary QA for all SLA and service delivery items for respective Pod Provide quality control for ticket handling and ticket resolution/work being done while Reviewing/Approving Timesheets for Pod members Hold one-on-one meetings with Pod members Leads a cadence of Pod meetings for Pod members to discuss client hurdles, upcoming client events, and participate in client communication training Undertake any other duties of a similar level and responsibility as may be required Preferred Skills: At least four years of experience working with technical teams At least two years of previous leadership experience Knowledge and experience delivering best practice in client service and/or service management Experience working accurately and confidently with service desk tools and technology Ability to manage, coach, and develop the Pod members Ability to communicate openly and effectively with management, internal team, and clients Ability to use initiative and diagnose problems without referral Possess strong professionalism and people skills with an emphasis on customer service Ability to understand business objectives and translate them into technical requirements and solutions Demonstrates leadership competency to manage a Pod of technicians and engineers, establish priorities, and adapt to changing conditions Able to manage time effectively while setting the tone of the Pod through modeling and leadership Share our values: growth, relationships, integrity, and true grit What's in it for You? Opportunity to work with a rapidly expanding tech company Opportunity to work with cutting-edge technology in a casual, fun environment Opportunity to be a part of a local company committed to making a difference in our community Flexible schedule and paid time off Competitive salary and benefits package including health, vision, dental, and life insurance At Aunalytics, we strive to be the technology infrastructure and primary advisors powering analytics and IT innovation for legacy businesses.
We provide a spectrum of services from cloud infrastructure and IT services to advanced analytics and AI, all designed to empower businesses to harness the potential of technology and data.
We provide the tools to not only help them survive, but to thrive in the data-driven future, enabling businesses to pioneer innovation while retaining their essence.
We also understand that legacy businesses don’t just need technology tools; they require the guidance and expertise to navigate the complexities of adopting innovation.
That’s why our meticulously crafted analytics and IT services go beyond software and hardware.
We seamlessly integrate technology with strategic analysis, counsel, and hands-on management rooted in years of experience.
Each business is unique, and our approach reflects that, ensuring a holistic solution that empowers legacy organizations to embrace innovation with confidence.