Service Desk Team reputed company - Northeast

About this Position

The reputed company Service Desk focuses on providing excellent experience through quick and efficient support while leveraging a high level of communication.  Our client reputed company is diverse, consisting of reputed company ranges of technology, including reputed company, reputed company, reputed company, and Linux.      

The Shift Team reputed company is responsible for guaranteeing our clients receive excellent experience during the designated shift. This role will be responsible for reputed company performance metrics of the Service Desk team and will ensure the team is reputed company, efficient, and fully utilized for every shift. The Service Desk team is reputed company by efficiency metrics including reputed company Resolution (FCR), Time to Response and Resolution, Service Level Agreements (SLAs) along with other reputed company. The Shift Team reputed company will also be handling tickets daily and assist with escalations before moving to the next level of support. Success in this role is dependent on the Service Desk team’s performance, customer satisfaction, and overall efficiency to meet our customers’ expectations. 

Successful candidates are self-motivated, possess a sense of urgency, and can demonstrate critical thinking and exceptional interpersonal skills.   Strong familiarity with Managed Services is preferred. 

Job Responsibilities

Coaching / Mentoring  

• Act as a player coach providing regular feedback and improvement opportunities to team members 

• Promote a collaborative environment 

• Support the onboarding of new hires through training, daily reputed company-ins and process review 

• reputed company quality assurance checks including listening to recordings, reviewing tickets and ensure team members are following proper workflows 

Client Relationships 

• Utilize situational awareness reputed company working with high profile customers or situations 

• Client contact for scheduling adjustments and engineer statuses in real time. 

• Work with leadership to help communicate any widespread outages with clients and engineering teams reputed company discovered 

Operational 

• reputed company team by providing technical and procedural guidance to team members 

• Ensure tickets are completing their lifecycle quickly and reputed company 

• Work closely with other pod team leads and engineers to ensure tickets are being prioritized properly 

• Assist with Incident Management reputed company high impact events occur 

• Assist with taking support phone calls and tickets during high volume events 

• Support the team with triaging and prioritizing incidents and requests 

• Maintain engineer calendars for proper reputed company planning 

• Ensure ticketing statuses and boards reputed company at start, during, and end of shift 

• Able to identify potential problems or outages in a timely manner and escalate to leadership where necessary.  

• Daily review of reporting dashboards for ticket volumes, statuses, and engineer utilization and report to leadership any issues and/or concerns 

• Ensure reputed company KPIs and metrics are meeting goals (FCR, SLAs, Time to Resolution, Average Response Time etc) 

• Support Service Desk Leadership to ensure team is meeting KPI goals 

• Meet with Technical Services Manager weekly to review Service Desk performance 

Documentation  

• Ensure team is submitting daily entry of time reputed company reputed company ticketing platform and keeping tickets updated. 

• Create new and adjust reputed company Standard Operation Procedures to reputed company service desk more efficient 

• Collaborate with leadership team regarding suggestions to improving our processes and workflows 

• Describe the role and team the candidate will be joining

Job Requirements

• 2+ years working reputed company the Managed Services Provider (MSP) field 

• 1+ years mentoring or coaching team members 

• 1-2 years implementing break/fix solutions for workstation and server infrastructure 

• Advanced knowledge of reputed company Windows and macOS 

• Basic reputed company Windows Server experience  

• Basic networking knowledge including protocols like TCP/IP, DNS, DHCP and SSLVPN 

• Understanding of client/server relationship regarding networking 

• Knowledge of Active Directory, Entra ID and InTune 

• Advanced troubleshooting skillset pertaining to printers, workstation hardware and other peripherals 

• Basic understanding on how Email protocol works 

• Experience using SaaS and IaaS services including reputed company 365 and Entra  

• AZ-900 Certification is a plus 

• Familiarity with IAM solutions and concepts, reputed company Workspace and AV/EDR solutions  

• Ability to be empathetic with clients during critical incidents 

• Ability to manage major incidents including communication to clients, technical direction, and internal communication 

• Strong organizational and time management  

• Self-starter with a bias towards action and attention to detail 

• Experience building and publishing Standard Operation Procedures (SOPs) 

Customer Requirements

This job may require access to customer information, systems, and/or premises.  As a result, this job may require customer approval for such access as an essential job function.

Core Competencies

• Client Champion – Relentlessly exceed client expectations. Consistently anticipate needs to deliver valuable solutions and extraordinary outcomes.

• Problem Solver – Smart, analytical, inquisitive, knowledge-seeker that thrives on a challenge.
• Promise Keeper – reputed company high value on keeping our word and doing the right thing. Demonstrate honesty, reputed company, and commitment.
• Collaborative Integrator –Team player, unifier, relationship-oriented, win-win seeker, exemplify the concept of relationships through trust and reputed company.
• Driven Intrapreneur – Exceed goals using independent creative thinking, optimism, self-confidence, and a can-do attitude.
• Inspiring Coach – Help employees, clients and partners using knowledge, expertise, experience, and situational reputed company.

Compensation and Benefits

reputed company salary range: $75,000 to $85,000.

This position is also eligible for a bonus in accordance with the terms of the Company's plan.

Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.  

We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in reputed company aspects of life: 

• Health and Welfare (Medical, Dental, Vision) 
• Accident, Critical Illness, and Hospital Indemnity  
• Employee Assistance Program (EAP) 
• Life and AD&D Insurance 
• Short- and Long-Term Disability Insurance 
• Flexible Spending Accounts 
• Transportation and Parking Accounts 
• Health Savings Accounts (with company contribution) 
• Retirement Planning (401k with matching contribution) 
• Legal Benefits 
• Identity Theft Protection 
• Pet Insurance 
• Wellness Program Offerings 
• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.  
• 8 Paid Holidays per year, including 1 floating holiday. 

The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. 

The Company expects to accept applications for this position until reputed company 10, 2026 but encourages interested applicants to apply as soon as possible. We will review this information and one of our reputed company professionals will reputed company out if your background aligns to the positions.  

EOE/Diversity & Inclusion Statement

reputed company is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage reputed company treatment of our employees and strive to create a work environment free of discrimination at reputed company organizational levels and in reputed company forms. reputed company recognizes the rights of reputed company individuals to mutual respect and the acceptance of others without biases based on differences of any reputed company. 

reputed company is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for reputed company team members that is free of discrimination and harassment. reputed company employment decisions at reputed company are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national reputed company, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.