Service Desk Team Lead

At DYOPATH, we’re excited to have been awarded “Great Place to Work” three years in a row! What makes us so great? Our people – we drive DYOPATH’s award-winning culture through our collaboration, innovation, and respect for one another.

We believe that:

• You should be able to grow and feel empowered at work.
• You should have fun in a diversified environment and bring your true self to work daily.
• Work-life balance is vital to our positive culture.

We are waiting for you to bring your creativity, passion, and entrepreneurial spirit to DYOPATH!

We are currently hiring an onsite Service Desk Team Lead in New York, New York! 

As a Service Desk Team Lead, you will be leading a team of Service Desk Analysts and providing L2 technical assistance to end-users. In this role, you will ensure that the team is providing high-quality support to meet service-level agreements and provide leadership and guidance to the team. 

Essential Functions and Responsibilities:

• Coordinate the service desk team members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team members
• Evaluate and assess service delivery performance metrics and carry out survey on clients to weigh the level of service delivery in the company
• Monitor team performance and ensuring that service level agreements are met
• Provide technical assistance to end-users as necessary and troubleshooting software and hardware issues
• Develop and maintain a knowledge base of frequently asked questions and resolutions to aid in faster issue resolution
• Ensure that all team members receive adequate training and are up to date with the latest technology and support techniques
• Provide reports on team performance and service levels to management
• Ensure that all support requests are resolved within the agreed-upon service levels and escalating to management if targets are not met
• Communicate with users in a clear and concise manner to ensure they understand the resolution or steps to take to resolve the issue
• Provide excellent customer service to users and maintaining a positive attitude towards them

Qualifications

• 5+ years of experience in a technical support role
• Experience leading a team
• Strong technical understanding of commonly used operating systems, software, and hardware
• Experience with IT Service Management (ITSM) ticketing systems such as BMC Helix or ServiceNow
• Excellent leadership, communication, and problem-solving skills
• Ability to work well under pressure and meet deadlines
• Ability to multitask and prioritize tasks effectively
• Excellent customer service skills and a positive attitude
• Ability to manage multiple tasks simultaneously and prioritize workload effectively
• Experience with remote support tools and technologies
• Must be able to work outside of normal work hours occasionally

Location/Pay/Shift

• Onsite 
• Pay $26.50/h - $28/h
• Shift: 8:00am - 5:00pm, Monday - Friday

Equal Opportunity Employer

DYOPATH is committed to a work environment free of all forms of discrimination. DYOPATH recruits and hires without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic. For more information about DYOPATH, please visit our website at www.dyopath.com. The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.