Job Description

Milestone Technologies, Inc. is seeking a Service Desk L1 Lead to assist with Service Desk Team Management. Our goal is to deliver excellent technical support with outstanding customer service and timeliness. This position is part of the IT team so candidates must be passionate about technology and have the ability to thrive in a fast paced and high-pressure environment. The Service Desk L1 Lead should have open availability to supervise teams in multiple time zones.

How You Will Make An Impact:

• Works closely with Service Desk Manager to coordinate, prioritize, and maintain optimal service execution to goals and expectations of client-specific key performance indicators.
• Strong leadership, customer service, communication and interpersonal skills.
• Set goals and objectives for the team, hold the team accountable.
• Delivers coaching and feedback in the moment, conducts 1:1 with individual team members, and leads team syncs.
• Delegates tasks and responsibilities based upon individual strengths to achieve maximum efficiency
• Leads and provides coaching for Technicians when workflow deficiencies are identified.
• Ensures compliance with all service and acts as the escalation point.
• Creates and implements training for new processes and initiatives
• Action oriented, detail oriented and motivated to do what’s best for the customer and the team.
• Makes decisions in a timely manner, sometimes under tight deadlines and pressure.
• Regular communication with Managers and provides weekly reports of team performance.
• Monitors chat and tickets to ensure quality and identify coaching opportunities
• Provides valuable input via regular posts in Global Help Desk Chat
• Balancing the team schedule on a weekly basis.
• Participates in hiring for open positions
• Conducts annual performance reviews for all team members
• Audits tickets to ensure proper tone is being used
• Flags tickets for review

What You Will Need To Succeed:

• Has experience working with vendor tickets/maintenance and basic Mac, Windows and Chrome OS, hardware/software troubleshooting knowledge.
• Previous customer service experience
• 3+ years Team Leadership
• Proven track record of driving results
• Corporate IT or Help Desk experience