Job Type
Full-time
Description
About the RoleThe
Service Desk Team Lead provides day-to-day leadership to the user support team at
Ocean Computer Group, a Lockstep company, ensuring efficient service delivery and consistent performance against key metrics, including Service Level Agreements (SLAs), utilization, customer satisfaction (CSAT), and other service quality goals. This role partners closely with the Managed Services and Professional Services teams to support operational excellence, drive continuous improvement, and help achieve the broader strategic objectives of the services organization.
What You'll OwnTeam Leadership:
- Lead a team of User Support Specialists, providing guidance, mentorship, and support.
- Foster a culture of collaboration, innovation, and continuous improvement within the team.
- Lead the weekly Service Desk team meeting to go over initiatives, trends, and keep team members motivated.
- Conduct weekly one-on-one meetings with all Service Desk team members to ensure they are working efficiently, following processes, and progressing and developing in their roles.
- Review team performance and Key Performance Indicators (KPIs) regularly to ensure the team is performing at a high level.
- Review and approve weekly ConnectWise timesheets for Service Desk team members.
- Review and approve Service Desk team member requests for time off.
- Participate in hiring and onboarding new Service Desk team members, as needed.
- Participate in the annual performance review process for Service Desk team members.
- Other related duties as assigned.
Service Desk Escalations:
- Assist Service Desk team members as needed with escalations, including direct end-user support.
- Proactively look for problems with aging tickets and make sure the Service DesK team gets the support they need to resolve issues within SLAs.
Customer Relationship Management:
- Participate in regularly scheduled meetings with customers.
- Directly interface with customers during the onboarding process and in resolving issues.
Metric Management:
- Ensure tickets are being responded to and completed within SLAs across the Service Desk Team.
- Look for trends in client CSAT responses and identify root causes and recommendations for how to address any concerns that come up.
- Ensure all Service Desk team members are entering time accurately in ConnectWise in accordance with utilization targets.
Documentation and Procedures:
- Develop and maintain comprehensive client documentation, including network diagrams, configurations, and procedures.
- Regularly update documentation to reflect changes and improvements in the client environment.
- Ensure Service Desk team members do their part to keep documentation up to date.
- Create and manage ConnectWise workflow automations for Service Desk processes.
Requirements
What We're Looking for- 5 years of relevant experience, preferably working with an MSP (Managed Service Provider)
- Bachelor's degree in Computer Science, Information Technology, or a related field
- Experience troubleshooting and supporting computer systems
- Working with both technical and non-technical end users
- Firewall experience, preferably SonicWALL
- Active Directory: Group Policy, Sites & Services, DNS, DFS, Certificate Chains
- Microsoft Exchange, Office 365, Hybrid Solutions and Migration, SPAM Filters
- Hosted and Cloud Solutions: Azure & AWS
- Backup Solutions & Disaster Recovery
- Microsoft Windows Server 2016/2019/2022/2025 and Active Directory
- Microsoft Office Suite and Microsoft 365 experience
- Knowledge of Microsoft Exchange and SQL Server
- Knowledge of backup technologies
- Knowledge of security practices and policies
- Experience with ConnectWise PSA, Kaseya RMM, IT Glue, or other tools is preferred
- Must be well-spoken, have good writing skills, be extremely personable/customerservice oriented, and thrive on the pressure that comes with a network/system's management role.
- Proven experience in service desk management.
- Strong understanding of network protocols, technologies, and architectures.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and departments.
- Strong problem-solving and decision-making abilities.
- Relevant certifications (e.g., A+, Net+, CCNA, CCNP, ITIL4, HDI Support Center Team Lead) are a plus.
Reports To: Director of Professional Services
What to expectThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job.
This position requires prolonged computer and desk work, occasional lifting of up to 15 pounds, and regular collaboration within a professional office environment.
? This position is on-site at our Matawan, NJ office; candidates should live within 30
miles of Matawan, NJ.
