Doyon Security Services Service Desk Team Captain in Gaithersburg, Maryland
Description The Service Desk Team Captain will be responsible for overseeing day to day Service Desk support to our customers and management of their engineering team. They provide guidance and leadership to their team of Service Desk Engineers; identify and help remove barriers that impede their team from providing service; perform supervisory tasks for their team including scheduling and time approvals, tracking performance metrics, and performance assessments; assist with designing and implementing process and procedure improvements; and regularly report up to management. On a day-to-day basis, this position will oversee the delivery of service requests, ticket management, and resource balancing between the members of their team. They also manage their teams on a personnel basis, including leading weekly and monthly one on one, tracking their team’s performance, and making staffing recommendations to management.
Proactively review tickets assigned to their team members for potential customer service issues and take steps to ensure we deliver excellent customer service.
Advise the Service Desk Manager of ticket trends and barriers as well as make suggestions to address them
Review any incidents that impact their team’s delivery of service and coordinate related information to their team
Act as the Service Desk Ticket Dispatcher (assigning new tickets to engineers and moving tickets between engineers when the situation requires it), as well as facilitate other members of the team to perform this role.
Monitor the phone queue dashboard for capacity and ensure effective utilization of team resources to managing call volume
Provide day-to-day support and guidance to team members including escalation support for process and procedure questions
Coordinate escalation issues between the Service Desk and other teams in Technical Services.
Hold weekly side by sides with their staff
Hold Monthly One on One’s with their staff
Perform personnel management of team members, including performance evaluation, writing and implementing performance improvement plans, conflict resolution, etc.
Report up to the Service Desk Manager to discuss any ongoing issues and future plans/ideas for improvement/new methods/new procedures/etc.
Assist with customer documentation
Keep up-to-date with technical knowledge necessary to deliver service desk support to our customer base
Serve in Incident Management as a First Responder, Incident Engineer, and/or Incident Manager
Experience configuring and managing Microsoft Windows Desktops (Windows 7, 8.1, 10) with workstation imaging, Microsoft Office (2010, 2013, 2016), Active Directory, and Office 365 in an enterprise environment
Works effectively under minimal supervision.
Strong time-management skills.
Strong ability to “multi-task” while maintaining quality customer service.
Appropriately escalates issues to team members and management
Effective client-facing interpersonal skills.
Shares knowledge with team members and encourages collaboration amongst peers and subordinates.
Tailors communication appropriately within the team, the company, and clients.
Exceptional analytical and problem solving skills.
Works well under stress, pressure, and deadlines.
Excellent verbal and written communication skills.
Thrives on working well with clients and provides exceptional service.
Ability to constructively participate in team meetings and brainstorming sessions. QUALIFICATIONS:
Associate's degree (A. A. / A. S.) in IT or equivalent from two-year college or technical school.
Knowledge of word processing software, spreadsheet software, web browsers, ConnectWise, Kaseya, Virtual Private Networking, and Active Directory.
CompTIA A+ certification or one Microsoft certification
2-4 years of relevant experience in a technical help desk environment
Supervisory experience preferred
Valid driver’s license, insurance and reliable personal vehicle
PREFERENCE STATEMENT: design Data, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.
EOE AAP M/F/V/D
Title: Service Desk Team Captain
Job Reference: 17-0146
Post Date: 4/19/2017
Point of Hire: Seattle, WA
Type of Position: Regular Full-Time
FLSA Status: Exempt