Service Desk Team Leader

**Service Team Leader**

**Monterrey, NL**

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**About Optimas**:

- Optimas OE Solutions is a global distributor of integrated supply chain solutions, and engineering support focused on delivering fasteners, components, industrial and safety supplies to our diverse customers around the world.
- Optimas Manufacturing has been associated with the Fastener Industry for over 50 years. We have experience in producing some of the most complex cold form components and engineered fasteners in the industry. We have brought these unique manufacturing capabilities and technical knowledge to the marketplace and have successfully brought on new customers. Due to this, we are looking for an Inside Sales Account Manager to join our team. This individual will work with the internal stakeholders and New Business Development team to bring a highly personalized level of service and support to our new customer base.
- To learn more about our company, please visit our website

Job Summary:
The IT Service Desk Team Leader plays a pivotal role in providing technical leadership and support for a team of service desk agents to provide high-quality technical support and maintain the efficiency of an organization's IT systems. This position combines technical expertise with leadership skills to ensure a well-organized, responsive, and efficient service desk.

Key Responsibilities:
1. Team Leadership:
a. Lead, coach, and mentor a team of service desk agents to ensure they meet

performance targets and provide excellent customer service.

b. Foster a positive and collaborative team environment.

2. Service Desk Operations:
a. Oversee the day-to-day operation of the service desk, including ticket management,

incident resolution, and user support.

b. Monitor service desk metrics and ensure that all SLAs are met.

c. Take ownership of escalated incidents and complex issues, driving them to resolution.

3. Technical Expertise:
a. Maintain a deep understanding of the organization's IT systems, infrastructure, and

b. Assist service desk agents with complex technical issues, providing guidance and

expertise.

c. Collaborate with other IT teams for advanced troubleshooting and issue resolution.

4. User Support:
a. Serve as a point of escalation for difficult or sensitive user issues.

b. Ensure timely and effective communication with end-users, especially for critical

incidents.

c. Handle user escalations and manage user expectations.

5. Knowledge Management:
a. Contribute to the development and maintenance of the knowledge base, ensuring that

it contains accurate and up-to-date information.

b. Facilitate the sharing of best practices and technical knowledge among the team.

6. Process Improvement:
a. Identify opportunities to improve service desk processes, workflow, and tools.

b. Implement improvements to enhance efficiency and customer satisfaction.

7. Training and Development:
a. Develop training programs for service desk agents to enhance their technical skills,

customer service, and problem-solving abilities.

b. Stay updated on industry trends and emerging technologies.

8. Quality Assurance:
a. Monitor and review service desk interactions, ensuring that agents adhere to

established protocols and maintain a high standard of service.

b. Conduct audits and implement quality improvement initiatives.

Qualifications:

- Bachelor's degree in a related field (preferred).
- Relevant IT certifications (e.g., ITIL, CompTIA A+).
- 5 years of experience in a service desk role, with proven experience in leadership or team

management.
- Strong problem-solving skills, analytical thinking, and the ability to work under pressure.
- Excellent communication skills, both written and verbal.
- A commitment to delivering exceptional customer service.
- Strong organizational and time management skills