Description:

We are looking for a Service Desk Lead for our Managed Services Team

The Service Desk Lead provides day-to-day oversight of Service Desk operations to ensure the service teams are delivering legendary customer service and meeting established SLAs, SLOs, and KPIs by monitoring, coaching, and mentoring Service Desk technicians. The Lead is responsible for reviewing and updating tickets, service boards, and dashboards to ensure proper content, routing, prioritization, and resolution. They delegate work to technicians and serve as both functional and hierarchical escalation resources to the Service Desk teams.

Knight Office Solutions (KOS) is a growing technology company located in North Central San Antonio with offices in Austin and Corpus Christi, TX.

The top 3 words employees used to describe KOS in a recent survey are Family, Caring, and Ethical. One employee commented, The culture and environment is very welcoming and you get the feeling that the company wants to take care of its employees.

Honoring employees is a priority at KOS because our success and growth are a direct result of our people's commitment to the organization. We fulfill our mission statement by fostering a culture of integrity and trust focused on providing legendary customer service and working towards healthy team environments.

Learn more about Knight Office Solutions at .

Get to know Knight Office Solutions "Who We Are" .

Service Desk Lead Essential Duties and Responsibilities:

• Daily work to include providing technical support, escalation, guidance, and resolution of requests and alerts submitted via all support channels and support platforms during and after business hours; support Service Desk technicians with technical escalations (functional) and customer service escalations (hierarchical); supporting the after-hours on-call rotation as assigned.
• Weekly review of operational achievements and progress including KPIs and team performance; recommending changes in tools, training, and processes.
• Lead work for service delivery includes reviewing support tickets daily for content, prioritization, routing, and timely resolution; reviewing 3rd party vendor support tickets to ensure resolutions that meets SLAs; address day-to-day customer satisfaction incidents by responding to and resolving issues and escalating when necessary; participating in process and procedure discussions - including Onboarding - to provide input for improvements.
• Lead work for Service Desk staff includes coaching and feedback to ensure efficiency, compliance, and achieving SLAs and KPI targets; support of onboarding tasks and project work with other functional groups; completing QCIs, performance plans, and appraisals.

Primary Objectives:

• Provide first-, intermediate-, and escalation-level support for customer technical support requests.
• Be mindful of opportunities to improve service delivery, resolutions, and target achievement; provide feedback, training and recommendations to specialists, and supervisors for improvements
• Model, promote, and embrace Knight Office Solutions culture.

Supervisory Responsibilities:

Directly supervises the Service Desk team. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Consult and gain concurrence with leadership on matters related to employee discipline to ensure actions are aligned with KOS culture keys (Culture Keys are employee behaviors - the standard upon which we serve our customers, our colleagues, and our community.)

We offer:

• A competitive wage with company bonus structure
• Excellent benefit package to include Medical, Dental, Vision, Voluntary Life, Short & Long-term Disability, and 401K Plan
• A corporate culture focused on honesty, integrity and ethics

Ideal candidates should:

• Be customer focused
• Possess a high level of standards and business ethics
• Work well with peers
• Manage confidential information
• Have excellent verbal and listening skills
• Prior supervisory and MSP experience is a plus

Requirements:

FSLA Status: Exempt

Education and/or Experience

High school diploma or general education degree (GED) and 3 to 5 years related experience and/or training required or Associates Degree with 3 years related experience; Bachelor's Degree or equivalent combination of education and 3-5 years' experience preferred.

Licenses/Certifications:

Current MCSA, COMPTIA A+, CCNA or higher required, or COMPTIA Security or network Certification, or HDI Lead or above certification, and/or equivalent experience, are preferred.

Should this position be of interest, please respond with a current resume. A cover letter is optional, but recommended.

The statements above describe the general nature of the work performed by a MS Service Desk Lead and are not a complete list of all responsibilities, duties, and skills required. The MS Service Desk Lead may perform other duties as assigned. We are an equal employment opportunity employer.

We are an equal opportunity employer and make employment decisions without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, age, or disability.

PI