JOB DESCRIPTION

Services Team Lead

Location: Will be required onsite in Bartlesville, OK five days a week

BASIC FUNCTION OF THE JOB

The Services Team Lead is responsible for leading the L2 team to success in reaching baseline goals and providing support. Incumbents are responsible for process execution and evaluation, workload leveling, strategic implementation of improved processes and building client relationships.

WORK PERFORMED

As the Services Team Lead, you'll be responsible for overseeing the day to day issues and be the level two point of contact for escalations regarding any IT-related requests. As a leader, you will oversee the L2 team but will remain very much in the weeds managing the ticket queues and any incoming requests related to IT issues. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions of the Job:

• Oversee the day to day functions for L2
• Ensure that the ServiceNow SLA is met and that tickets are assigned accordingly
• Work effectively with the Service Desk team lead and management staff to succeed in meeting and exceeding department, as well as company, business goals.
• Manage the Walk-up support area and guarantee it is staffed during agreed upon business hours
• Validate that technicians are stocking/replenishing the Tech Smart vending machines
• Coach teammates on proactive activities to drive success within the Services Department.
• Manage workload of teammates by ensuring adequate coverage in all situations - which will include providing personal relief/coverage for clients and overall do what is necessary to ensure all requests are handled appropriately.
• Provide escalation direction and/or assistance to teammates.
• Regularly monitor teammates for training opportunities and provide feedback to Services management.
• Act as the first point of reference for teammates, as well as the point of contact for the client and teammates during a manager’s absence.
• Develop and maintain strong, positive relationships with internal teams and business partners.
• Participate in all departmental meetings.
• Analyze and refine processes for efficiency and quality.
• Promote and demonstrate company core values.
• Additional duties as assigned.

MINIMUM REQUIREMENTS

Education and/or Experience:

Bachelor's degree (B. A.) from four-year College or university; or two to three years of related

experience. Must have a proven track record in handling and resolving escalations. Proven mentoring and training abilities needed. Success in increasing teammate morale and successfully leading a team a plus.

KNOWLEDGE, SKILLS, AND ABILITIES

Strong organizational skills and proficient in process management in order to manage multiple

initiatives and projects simultaneously a must. Strong verbal and written communication skills

required. Able to work effectively with all levels of management and clients required. Good display of business judgment skills needed. Exceptional organizational and problem solving skills required. Must be detail oriented. Must be able to work under pressure or time constraints and produce positive results. Effective use of PC including Microsoft Office required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 
  While performing the duties of this job, the employee is regularly required to: stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard, reach, stoop and kneel.
• Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus due to computer work.
• Light to moderate lifting is required.
• Ability to uphold the stress of traveling.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a teammate

encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period of time.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes: Bartlesville, OK || Oklahoma (US-OK) || United States (US) || IT Infrastructure & Support || None || US - Oklahoma City, OK ||