IT Field Technician Lead - Chicago Milestone Technologies
Chicago, IL

Job Description

Overview

Milestone Technologies, Inc. is seeking a Service Desk Lead to assist with IT Field Team Management for Uber. Our goal is to deliver excellent technical support with outstanding customer service and timeliness. This position is part of the IT team so candidates must be passionate about technology and have the ability to thrive in a fast paced and high-pressure environment. The Service Desk Lead should have open availability to supervise teams in multiple time zones.

Responsibilities

* Works closely with Service Desk Management to coordinate, prioritize, and maintain optimal service execution to goals and expectations of key performance indicators
* Cultivates excellence in an environment of learning & teamwork
* Delivers coaching and feedback in the moment, conducts 1:1 with individual team members, lead team syncs
* Monitors chat and tickets to ensure quality and identify coaching opportunities
* Sets goals and objectives for the team, holds team accountable
* Acts as escalation point for technicians and Service Desk customers
* Communicates with Managers and provides weekly report of team performance
* Delegates tasks and responsibilities based upon individual strengths to achieve maximum efficiency
* Ensures compliance with policy and process
* Creates and implements training for new processes and initiatives
* Provides valuable input via regular posts in Global Help Desk Chat
* Manages the team schedule on a daily/weekly basis
* Participates in hiring for open positions
* Action oriented, detail oriented and motivated to do what's best for the customer and the team.
* Makes decisions in a timely manner, sometimes under tight deadlines and pressure

Qualifications

* Strong leadership, customer service, communication and interpersonal skills
* Has experience working with vendor tickets/maintenance and basic Mac/Windows, hardware/software troubleshooting knowledge
* Previous customer service experience
* 2+ years Team Leadership
* Proven track record of driving results
* Corporate IT or Help Desk experience