Job Description
Job DescriptionService Desk Support Operations Lead
Onsite-Pompano Beach, Florida
Your Career, Your Choice: Partner with TEWS for Tailored Job Placements and Exceptional Opportunities!
At TEWS we understand that finding the right job is more than just filling a role—it's about finding the perfect fit for your skills, preferences, and career aspirations. With over 25 years of experience, we specialize in handpicking top talent for promising positions across various industries. Our dedicated team works tirelessly to ensure that every opportunity we present aligns with your career goals, giving you the confidence to pursue your next step with assurance.
This role is 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 Team Lead will help resolve issues and will be the main escalation point for incidents or requests. Additionally, the Team Lead is involved in the continuous improvement process, which includes performance assessment, report creation, metrics monitoring, and documentation.
- 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
- Travel to remote locations to provide support, as needed ? Perform other duties as assigned Required Skills:
- High school diploma or equivalent; additional certifications or relevant education is a plus.
- IT Enterprise experience is preferred
- Minimum 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 team
- Capacity to perform in high-pressure situations, with strong organizational and time management skills
- Strong 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.
Join us at TEWS and unlock the door to your next career opportunity. Let's embark on this journey together.
#zipCompany DescriptionTews takes the best aspects of larger, national recruiting firms and combines it with a partner-first mentality that always keeps our focus on the businesses and professionals we serve in Central Florida and surrounding regions.
Solving the talent equation for our clients is our passion, and we do so every day by filling quality job opportunities in the administrative, finance and accounting, and information technology sectors with the professionals best suited for the job and for the company culture that surrounds it. Proud to partner with some of the most respected businesses and professionals in our region, it is our personal attention to detail and care for our clients that has yielded big-firm results for the people and companies we serve.
Tews is known as Central Florida’s premier recruiting firm and was named “Best Placement Service” by the Orlando Business Journal. Though the praise is flattering, it is our long-standing relationships and excellent reputation with our clients that keep executives and professionals coming back to Tews for their staffing and placement needs.
Company Description
Tews takes the best aspects of larger, national recruiting firms and combines it with a partner-first mentality that always keeps our focus on the businesses and professionals we serve in Central Florida and surrounding regions.\r\n\r\nSolving the talent equation for our clients is our passion, and we do so every day by filling quality job opportunities in the administrative, finance and accounting, and information technology sectors with the professionals best suited for the job and for the company culture that surrounds it. Proud to partner with some of the most respected businesses and professionals in our region, it is our personal attention to detail and care for our clients that has yielded big-firm results for the people and companies we serve.\r\n\r\nTews is known as Central Florida’s premier recruiting firm and was named “Best Placement Service” by the Orlando Business Journal. Though the praise is flattering, it is our long-standing relationships and excellent reputation with our clients that keep executives and professionals coming back to Tews for their staffing and placement needs.