Shift Lead Service Desk Technician

Description

The role drives first‑call resolution for business‑affecting issues, ensuring performance aligns with approved operating metrics. It provides guidance, monitors incident and problem progress, and delivers timely updates to customers, IT personnel, and the leadership team.

Collaboration with shift personnel and management is essential to address technical issues. The role also supports coaching and mentoring of technicians and new team members, while documenting all communications in the ticketing system and regularly updating customers on active tickets.

• Drive first‑call resolution for business‑impacting issues within defined metrics.
• Guide and monitor incident and problem progress, updating customers and leadership.
• Apply best‑practice diagnostics and troubleshooting to resolve service‑affecting issues.
• Provide first‑level escalation assistance and coordinate complex escalations.
• Collaborate with shift staff and management to resolve technical problems.
• Coach and mentor technicians and new team members.
• Document all communications and regularly update tickets in the ticketing system.

Requirements

Best‑practice application, system diagnosis, and troubleshooting techniques are promoted and performed to resolve all service‑affecting issues. The incumbent offers first‑level escalation assistance and coordinates complex escalations with the Escalation and Leadership Teams.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance