IT Regional Service Desk Team Lead
Waltham (Middlesex County) Administration
Job description
AN EQUAL OPPORTUNITY EMPLOYER: Dassault Systèmes is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, marital status, national origin, ancestry, age (40 and above), disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. DS will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.
Dassault Systèmes offers an excellent salary with potential for bonus, commensurate with experience that is above average in the local community. Benefits include a choice of plans providing comprehensive coverage for medical, dental, vision care for employee & dependents as well as employee life, short & long term disability, tuition reimbursement, immediate 401K enrollment, 401K match, 3 weeks’ vacation and 8 paid holidays plus 4 floating holidays.
The Team Lead will act as a role model, provide coaching and feedback to the RSD team, monitor their day-to-day progress and manage their performance. The Team Lead manages schedules to ensure optimum coverage across the time zones and countries.
Responsibilities also include:
Monitor calls for quality, provide performance coaching and feedback
Track attendance and performance of team and individuals
Assign responsibilities to the team members and make them accountable for their work
Assist in performance ratings of team members at mid and year-end.
Write KB articles and be a promoter of the Knowledge Base
Manage the queue of calls to ensure service levels are maintained
Implement Process Improvements for Team. Recognize, evaluate and identify areas for improvement.
Resolve participant escalations/issues without further escalation by providing superior customer service.
Interviewing candidates, providing input on hiring, training, client meetings, client tours, team meetings
Analyzes Service Desk trends to identify opportunities to improve the quality of service
Provides creative 'out of the box” thinking.
Provide customer service and satisfaction
The IT Regional Service Desk Team Lead will support and lead a group of 6 IT Service Desk Analysts. The Regional Service Desk group is composed of analysts local to the Waltham office as well as a few remote team members. The Americas RSD team supports over 4000 users across the Americas.