Service Desk Technical Team Lead- California
CoStar Group
- San Diego, CA
- $76,000-132,300 per year
- Permanent
- Full-time
- Ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
- As a Player/Coach, provide guidance, assistance, coordination and follow up on client questions and problems or malfunctions of all systems applications, hardware and software installed and maintained by the company.
- Participate in establishing telephone support rotations providing support to employees in offices across the US via remote assistance tools.
- Document problems and solutions in the internal knowledge base.
- Inform upper management of potential problems and identifies problem trends.
- A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
- Provide data and reporting of KPI’s and trends to management as needed. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed).
- Analysis of business unit metrics to seek improvements in efficiency and productivity.
- Any other duties and special projects as assigned
- Bachelor’s Degree required from an accredited, not for profit university or college.
- A track record of commitment to prior employers
- 1-2 years of management experience.
- 5+ of experience in corporate IT or Service Desk.
- Experience supporting Windows 10 workstations, Macs, Active Directory, Microsoft Office Suite and Windows File Permissions.
- O365 Admin experience
- Experience supporting mobile devices such as iPads, iPhones, etc.
- Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug
- Life, legal, and supplementary insurance
- Virtual and in person mental health counseling services for individuals and family
- Commuter and parking benefits
- 401(K) retirement plan with matching contributions
- Employee stock purchase plan
- Paid time off
- Tuition reimbursement
- On-site fitness center and/or reimbursed fitness center membership costs (location dependent), with yoga studio, Pelotons, personal training, group exercise classes
- Access to CoStar Group’s Diversity, Equity, & Inclusion Employee Resource Groups
- Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks