Senior Administrator - English, Spanish, Windows

Job Summary

The Service Desk Shift Lead is responsible for overseeing the daily operations of the service desk during their assigned shift. This role involves managing a team of service desk analysts, ensuring timely and effective resolution of customer issues, and maintaining high levels of customer satisfaction. The Shift Lead will also act as a point of escalation for complex issues and will work closely with other IT teams to ensure seamless service delivery.

Key Responsibilities

1. Team Management:
     - Supervise and support a team of service desk analysts during the assigned shift.
     - Conduct regular team meetings and provide ongoing training and development.
     - Monitor team performance and provide feedback and coaching as needed.
     - Ensure adequate staffing levels and manage shift schedules.

2. Incident Management:
     - Oversee the logging, categorization, prioritization, and resolution of incidents.
     - Act as the first point of escalation for complex or high-priority issues.
     - Ensure incidents are resolved within agreed SLAs and follow up on any breaches.
     - Coordinate with other IT teams for incident resolution and problem management.

3. Client Service:
     - Ensure high levels of customer satisfaction by maintaining a customer-focused approach.
     - Handle customer complaints and escalate issues as necessary.
     - Monitor customer feedback and implement improvements based on insights.

4. Reporting and Documentation:
     - Generate and analyze reports on service desk performance, including incident resolution times, customer satisfaction, and team productivity.
     - Maintain accurate and up-to-date documentation of processes, procedures, and knowledge base articles.
     - Provide regular updates to the Service Desk Manager on shift performance and any ongoing issues.

5. Process Improvement:
     - Identify areas for improvement in service desk operations and implement changes to enhance efficiency and effectiveness.
     - Stay updated on industry best practices and emerging technologies to continuously improve service delivery.

6. Compliance and Security:
     - Ensure all service desk activities comply with company policies and regulatory requirements.
     - Promote and enforce IT security best practices within the team.

Skill Requirements

Strong leadership and team management skills.
 - Excellent problem-solving and decision-making abilities.
 - Proficient in ITSM tools (e.g., Service Now, Remedy).
 - Strong communication and interpersonal skills.
 - Ability to work under pressure and manage multiple priorities.

• Certifications (Preferred):
   - ITIL Foundation Certification.
   - Other relevant certifications (e.g., CompTIA, Microsoft, Cisco).

Working Conditions:

• Shift work, including nights, weekends, and holidays as required.
• Fast-paced environment with a high volume of incidents and requests.

Other Requirements

• Education:
   - Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).

• Experience:
   - Minimum of 5-8 years of experience in a service desk or technical support role.
   - At least 1-2 years of experience in a leadership or supervisory capacity.