Service Desk Junior Team Leader

• Medical and Dental Insurance
• Great Benefits
• With Night Differential

Job Description

The Service Desk Junior Team Leader oversees the day-to-day operations of the Service Desk, with the primary goal of ensuring timely and efficient resolution of user issues and requests. The role makes decisions about the coordination of the team’s day-to-day activities to ensure deadlines and service levels are met. Provide guidance, training, and support to Service Desk Technicians to ensure they can effectively handle support requests.

Essential Responsibilities

1. Operational Excellence
   • Lead and manage the service desk team to deliver high-quality technical support.
   • Triage complex issues escalated by Service Desk Technicians.
   • Handle escalations and ensure prompt resolution of critical incidents.
   • Identify opportunities for process improvement and collaborate with Operations Manager to implement strategies that enhance service effectiveness and overall workflow.
   • Monitor ticket queues and ensure SLAs are met.
   • Manage workload distribution, delegate effectively, and ensure timely execution.
   • Collaborate with EMAPTA IT to improve service delivery and resolve systemic issues.
   • Step in to support operational continuity when needed.Ensure strategic goals are executed, maintaining budgets, manage employees
2. Team Leadership
   • Provide guidance and support to team members on technical and procedural issues.
   • Lead performance reviews, coaching sessions, and development plans.
   • Manage and forecast staffing level to ensure that staffing needs meets business requirements.
   • Conducts and actively participates in the hiring and screening of candidates to ensure alignment with role requirements and organizational standards.
   • Ensure team compliance with company policies and procedures.
3. Performance Management
   • Track and assess individual and team performance against KPIs and objectives.
   • Facilitate regular performance reviews and feedback sessions.
   • Identify KPI performance trends and areas for improvement.
4. Training and Development
   • Design and implement training programs, onboard and mentor new hires.
   • Identify skill gaps and recommend development opportunities.
   • Foster a culture of continuous improvement and learning.
5. Reporting and Documentation
   • Prepare and analyze service desk metrics and reports on team performance.
   • Assist in SOP development and ensure compliance across team and client interactions.

Essential Skills

Technical

• Proficiency in Windows OS, Microsoft 365 Suite, and basic Active Directory functions.
• Familiarity with remote support tools and helpdesk ticketing systems.
• Basic networking knowledge (IP, DNS, DHCP, VPN).
• Ability to follow troubleshooting methodologies and escalation protocols.

Business and Management

• Strong time-management and organizational skills.
• Ability to follow standardized workflows and contribute to process improvements.
• Basic understanding of IT service management (ITSM) and documentation standards.
  Interpersonal
• Effective written and verbal communication skills.
• Team-oriented mindset with the ability to collaborate across departments.
• Professional demeanor and a service-focused approach when dealing with users.

Personal

• Attention to detail and accountability in task execution.
• High level of initiative and a proactive attitude toward learning.
• Adaptability in a fast-paced, shift-based environment.

Required Skills and Qualifications

• 1-2 years of Previous leadership or supervisory experience is an advantage.
• >5 years of experience as a service desk or technical support technician (preferably supporting US-based clients).
• Associate or Bachelor’s degree in Computer Science, Information Technology, or related field.
• CompTIA A+, Network+, or similar certifications preferred.
• Strong command of English (spoken and written).
• Familiarity with ITIL practices is a plus.

Other Benefits and Perks

• Paid training
• 10% Night differential pay
• HMO coverage at day 1
• Monthly Team Engagement Activities
• Twice a year team building activity
• Starbucks Monday (last Monday of the month)
• Lunch Wednesday (3rd Wednesday of the month)
• Monthly Loyalty Bonus effective 1st Year Anniversary
• Milestone Bonus (3rd, 5th, 10th year anniversary)
• 15 leave credits per year (Usable upon regularization)
• Additional two leave credits at 1 year and another every 2 years thereafter.