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Service Desk Team Lead

TEKsystems
$40.00 - $60.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Colorado, Loveland
Apr 08, 2025
TEKsystems has an open role for a Service Desk Lead to support a SAP and application service desk. Our client is utilizingthe newest version of SAP (S/4HANA), with multiple new releases over the next 18 months. As part of their ongoing business and operational needs, TEKsystems is providing Level 1 and Level 1.5 SAP functional support and support for another legacy application to their end users, who are located in various locations. The purpose is to handle the initial intake and consultation/resolution of SAP-related questions and issues from end-users in the field. The team is comprised of approximately 20 agents. Job Description: SAP Service Desk Team Lead Required Skills 2+ years' experience as a LEAD on a service/support/help desk The right candidate will have leadership skills and be able to manage the team; but also will be adept at managing the ticketing queue and the backlog, coordinating activities amongst the team, etc. - Must have extremely strong customer service skills and mindset Experience working on an SAP service desk is highly desirable and would be a huge bonus for the right candidate 4+ years experience supporting end users Formal Job Description: The Team Lead is responsible for assisting with the continued growth of the team. The Team Lead should help motivate and support the service desk agents, ensuring that calls are dealt with promptly to the satisfaction of end-users, management, and / or the business. Work with Supervisor / Manager to plan and manage the operational activities of the team, ensuring that the level of technical knowledge and customer service is aligned with the business requirements. Essential Job Duties and Responsibilities: * Provide daily direction to team in support of customer or management goals. * Provide continued evaluation of current process or procedures. Work with management / customer in suggesting methods to improve operations, efficiency and service. * Create and maintain high quality work environment so team members are motivated to perform at their highest level. * Address disciplinary and / or performance issues according to company policy. Prepare warnings and communicate effectively with employee's warnings and make effective/appropriate decisions relative to corrective action as required. * Able to assist with preparation of any daily reports provided to customer or management. * Work with supervisor/manager to create and conduct monthly reviews / 1:1's. * Work with team to ensure that work is equally distributed and SLAs are met on a daily basis * Handle escalations from analyst or customer management. * Identify training needs for the team or specific analysts and coach as needed. * Work with leadership to ensure leave requests are not a direct impact on account SLAs. * Perform quality checks of tickets and calls. * Work / interact with peers, escalation groups, TEK and customer management towards improving relationships of the team and escalation groups. * Responsible for monitoring / enforcing adherence of team to meet policies set by management. * Continued support of management initiatives to improve services, add value or reduce cost in line with the business goals. * Provide daily/monthly reports to leadership. * Manage Time and Expense for reporting and time approval. Required Education and/or Experience: * Proven leadership. * Ability to communicate effectively (written / orally). * Ability to develop and motivate a team. * Proven ability to work within a team. * Currently exhibit an understanding of excellent quality of work. * Proven adherence to current company policy. * At least 1-2 year's experience support in a Service Desk environment. Communication Skills: * Excellent oral and written communication skills (English language), analysis and problem solving skills as well as excellent time management and organizational skills. The general support functions will include: Monitor and work on relevant incidents assigned to the ServiceNow support queue Provide the first line of support for all inquiries and incidents, providing resolution or workarounds where possible and based on established runbooks/knowledge articles/scripts Refer to Standard Operating Procedures and FAQs for user inquiries and provide response support Upkeep support procedures collaborating with client SMEs and project teams. This includes enhancement of documentation, runbooks and knowledgebase articles Coordinate escalation/hand-off of L2 issues to Business SMEs including follow-up to ensure ticket/incident/request closeout Diagnose whether issues are due to the SAP environment, technical extensions such as integrations, or to user understanding Escalate incident/s (as needed) and assign to L2 technical teams for further triaging and Problem management/RCA, with follow-up to ensure ticket/incident closeout Help maintain information about problems, workarounds, and resolutions as part of Knowledge Management We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This temporary role may be eligible for the following: * Medical, dental & vision * 401(k)/Roth * Insurance (Basic/Supplemental Life & AD&D) * Short and long-term disability * Health & Dependent Care Spending Accounts (HSA & DCFSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Pay and Benefits The pay range for this position is $40.00 - $60.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Apr 11, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.