Shire Jobs

General Description:

The Team Lead is responsible for assisting with the continued growth of the team. The Team Lead should help motivate and support the service desk agents, ensuring that calls are dealt with promptly to the satisfaction of end-users, management, and / or the business. Work with Supervisor / Manager to plan and manage the operational activities of the team, ensuring that the level of technical knowledge and customer service is aligned with the business requirements.

Essential Job Duties and Responsibilities:

· Provide daily direction to team in support of customer or management goals.

· Provide continued evaluation of current process or procedures. Work with management / customer in suggesting methods to improve operations, efficiency and service.

· Create and maintain high quality work environment so team members are motivated to perform at their highest level.

· Address disciplinary and / or performance issues according to company policy. Prepare warnings and communicate effectively with employee’s warnings and make effective/appropriate decisions relative to corrective action as required.

· Able to assist with preparation of any daily reports provided to customer or management.

· Work with supervisor/manager to create and conduct monthly reviews / 1:1’s.

· Work with team to ensure that work is equally distributed and SLAs are met on a daily basis

· Handle escalations from analyst or customer management.

· Identify training needs for the team or specific analysts and coach as needed.

· Work with leadership to ensure leave requests are not a direct impact on account SLAs.

· Perform quality checks of tickets and calls.

· Work / interact with peers, escalation groups, TEK and customer management towards improving relationships of the team and escalation groups.

· Responsible for monitoring / enforcing adherence of team to meet policies set by management.

· Continued support of management initiatives to improve services, add value or reduce cost in line with the business goals.

· Provide daily/monthly reports to leadership.

· Manage Time and Expense for reporting and time approval.

· Provide after-hours and on-call support in an as needed basis.

Required Education and/or Experience:

· Proven leadership.

· Ability to communicate effectively (written / orally).

· Ability to develop and motivate a team.

· Proven ability to work within a team.

· Currently exhibit an understanding of excellent quality of work.

· Proven adherence to current company policy.

· At least 1-2 years’ experience support in a Service Desk environment.

Communication Skills:

· Excellent oral and written communication skills (English language), analysis and problem-solving skills as well as excellent time management and organizational skills.

Onsite Presence Requirements:

· Currently 3 scheduled days each month (official “RTO” days) – frequency may increase in the future.

· On-site presence for client visits that fall outside scheduled RTO days (as needed, dates and frequency will vary)

· Meeting agents for issuing, returning, and troubleshooting of physical assets (as needed, dates and frequency will vary)

· Meeting agents to set up work from office when agent is unable to work from home (as needed, dates and frequency will vary)

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.