Team Lead, IT Service Desk

Ref#: 28188

Function: IT

Location: US, CA, San Mateo

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As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 

The opportunity:

Train, mentor, and oversee members of the IT Service Desk team across the western United States and Brazil. In addition to leadership responsibilities, this position provides technical support to the end-user community and company sponsored events, addressing all problems while ensuring delivery of consistent, quality customer service across the organization.

You are great at:

• Create and maintain a weekly scorecard, compiling and analyzing results to determine areas of concern and recommend efficiencies/improvements
• Own and manage problems and incidents from start to finish
• Providing training and mentoring to team members through stat measurements, end-user follow-up to ensure that expectations are met
• Vacation, scheduling and team resource management
• Delegation of projects, assignments and tasks
• Regularly report the ongoing status of projects, day-to-day activities, and run team meetings
• Delivery of concise support documentation
• Identifying areas of inefficiency, recommending changes
• Effective communication, management and escalation of known incidents
• Participate in the interview and selection process of new staff and team building
• Assist with the processing of user accounts, assisting in complex ticket requests, and procurement of IT equipment and participating in escalations with subject matter experts
• Participate in IT/Facilities projects as required
• Event support for company sponsored events
• Advanced troubleshooting and diagnosing tactics
• Act as primary IT escalation point in the US West region
• Deliver personal service to Executive members
• Major Incident Management. Act as an Incident Manager on a rotating “on-duty” basis and ensure all major incidents are handled according to internal guiding processes (professional communications will be vital).

What it takes:

• Strong Windows 10 knowledge and troubleshooting skills
• Strong MAC knowledge and troubleshooting skills
• Strong Mobile device knowledge and troubleshooting skills (IOS and Android OS)
• Certification or good understanding of ITIL Foundations
• Customer service skills, interpersonal skills, and management of multiple personality styles
• English communication skills, both written and verbal, presentation skills
• Ability to interface confidently with executive staff, external customers, and vendors
• Strong problem solving and decision-making abilities; independently
• Capable of handling a challenging, real-time environment with strong and quick troubleshooting capabilities
• Organized with an ability to manage and prioritize multiple projects and team responsibilities in a fast-paced environment
• Standard 40-hour work week with regular business hours of 8:30am – 5:00pm EST
• There may be a requirement to manage email outside of business hours for business needs
• After-hours work may be necessary due to schedules, deadlines and / or reliability issues
• Participate in the 24 x 7 on-call schedule rotation
• Minimal travel may be required

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA), Equal Employment Opportunity  and Employee Polygraph Protection Act.

This organization participates in E:verify :  E-Verify and Right to work.

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