Team Lead, Site Services (Service Desk)

The Team Lead oversees the daily operations of a team of service desk technicians who support general practice veterinary hospitals, and resorts. The Team Lead will work in partnership with peer Team Leads, Site Services Mangers, and Site services director to ensure high-quality service delivery and technical excellence. This role offers the opportunity for the Team Lead to exhibit their ability to understand and anticipate customer needs, ensuring that services are aligned with user expectations, leading their teams to deliver maximum value. The ideal candidate is self-motivated, excited to balance between needs of making independent judgements or team collaboration and loves to mentor as well as lead their team to deliver timely and quality work.

This is a remote position.  The schedule will be a closing schedule of 10am-7pm or 11am-8pm eastern time. 

Responsibilities include but are not limited to the following:

Leadership and Team Management: 

• Lead a team comprised of service desk technicians.
• Work closely with peer Team Leads, Mangers of Site Services, and Director of site services to lead the NVA Service desk team.
• Conduct interviews and select candidates who align with our company culture and meet the specific needs of our organization.
• Manage payroll and time off approvals for direct reports, ensuring adequate staffing.
• Manage performance issues in a timely and professional manner and follow all steps of the disciplinary action process effectively.
• Conduct documented weekly associate one on one to review all aspects of scorecard performance providing coaching to continually increase performance.
• Prepare and conduct yearly performance evaluations leveraging documented one on one data throughout the year to support ratings.
• Build and promote strong relationships within Field Leaders and internal technical services partners to advocate and ensure resolution for all technical issues/needs.

Service Quality: 

• Analyze technician service performance through regular quality audits.
• Focus on achieving and exceeding service level agreements (SLAs) and key performance indicators (KPIs).
• Actively respond to queries and handle complaints to maintain high levels of customer satisfaction.
• Delegating where appropriate.
• Participate in after-hours & weekend on-call rotation

Technical Oversight: 

• Develop expertise in multiple competencies relevant to the job.
• Support service improvement initiatives.
• Coordinate with other teams, vendors, or specialists to resolve systemic or crisis-oriented issues.
• Analyze technician technical performance through regular quality audits.
• Monitor daily work activity to ensure staff and process efficiency, appropriate sense of urgency for high priority or escalated items all contributing to departmental Service Level goals and KPI’s.

Qualifications 

• Bachelor’s Degree in a Technical or Management discipline preferred
• 2 years Supervisory experience
• ITSM/Ticketing system experience
• Elevated technical knowledge and problem-solving abilities
• Exceptional customer service skills and a focus on quality
• Strong communication and interpersonal skills
• ITIL v3 (or 4) Foundations Certified, Service Now experience, NICE CXone experience, HDI certification, KCS certification, are a plus

The compensation range for the position is between $80,000-$90,000 with opportunity for benefits.