Technical Team Lead
Current• Train, coach and mentor Service Desk Specialists to enhancetechnical capabilities.• Serve as the primary escalation point for complex issues,providing expert advice and solutions to the SD Team, ordelegating to the appropriate technician.• Identify technical weaknesses in the team, team level orindividual and work with other team leaders on improvementstrategies.• Contribute to the on-going development of the Service Deskby sharing knowledge, experience, and expertise with otherteam leaders.• Recognize opportunities for improvements to procedures bypro-actively offering ideas and solutions.• Encourage team input into procedures and practices –assisting them in developing their ideas.• Conduct monthly team training sessions that will add value tothe SD team’s daily support activities.• Assist the team where required by actively working oncustomer issues, managing tickets and escalations, etc.• Monitor escalated ticket queue including all escalatedincidents and problems.• Self-manage and coordinate urgent and complicated supportissues.• Act as escalation point for all incidents and problems.• Determine root cause of issues and communicateappropriately to internal and external customers.• Builds/obtains training material in Glue for support staff.• Provide personal training to all soma staff that have activetickets to improve the management of their individualqueues, focusing on tickets that do not comply with somaSLA’s or ticket management requirements. These include:o Customer Note Added ticketso No Activity for 7 Days ticketso Overdue tickets• Self-manage tasks and time to ensure deadlines are met andprojects are completed as required.
