At Morgan & Morgan, the work we do matters. For millions of Americans, we’re their last line of defense against insurance companies, large corporations or defective goods. From attorneys to client support staff, creative marketing to operations teams, every member of our firm has a key role to play in the winning fight for consumer rights. Our over 3,000 employees are all united by one mission: For the People.
Job Title: IT Service Desk Team Lead
Location: Downtown Orlando
Job Type: Full-time
Position Summary:
We are seeking an experienced and highly motivated IT Service Desk Team Lead to join an established team located in Downtown Orlando. The successful candidate will be responsible for overseeing the day-to-day operations of our IT Service Desk, ensuring the delivery of high-quality technical support to our internal users. The IT Service Desk Team Lead will lead a team of Service Desk technicians and collaborate with various department leads to maintain an efficient and reliable IT support system.
Responsibilities:
- Lead, mentor and manage a team of Service Desk technicians, providing guidance, coaching, and support to ensure the team's success.
- Oversee the daily operations of the IT Service Desk, ensuring timely and effective resolution of user issues and requests within defined service level agreements (SLAs).
- Monitor Service Desk performance metrics, analyze trends, and implement improvements to enhance overall service quality and customer satisfaction.
- Act as a point of escalation for complex technical issues, working closely with team members and other IT departments to resolve problems efficiently.
- Collaborate with cross-functional teams to develop, update, and maintain knowledge base articles to ensure accurate and up-to-date information is available to users.
- Conduct regular performance evaluations for Service Desk technicians, providing feedback and identifying opportunities for professional development.
- Manage Service Desk resources effectively, including workload distribution, scheduling, and coordination of staff training to ensure adequate coverage and skill development.
- Foster a white glove service culture within the Service Desk team, promoting excellent customer service.
- Provide rotational On-Call support and coverage for all Service Desk teams.
- Provide rotational Major Incident Management serving as the primary point of contact for all major incidents, managing the end-to-end incident lifecycle from identification and assessment to resolution.
- Lead a team of incident responders, providing guidance, support, and coordination to ensure timely and effective incident response efforts and communications to the affected business sectors.
- Coordinate with internal teams to facilitate the resolution of Major Incidents and restore service availability as quickly as possible.
- Identify areas for process optimization and implement best practices to enhance service desk efficiency.
- Assist in the development and maintenance of IT support documentation, policies, and procedures.
- Support the integration of new technologies and processes that improve the service desk’s ability to respond to user needs.
Qualifications:
- 3+ years of experience in an IT Service Desk environment, with at least 1 year in a leadership or supervisory role.
- Proven experience in a supervisory or team lead role within an IT Service Desk environment.
- Strong technical background with a comprehensive understanding of desktop operating systems, hardware, software applications, and network infrastructure.
- Understanding of IT Service Management frameworks, such as ITIL, and experience in implementing ITIL best practices.
- Excellent problem-solving and analytical skills, with the ability to resolve complex technical issues and make sound decisions under pressure.
- Exceptional communication skills, both written and verbal, with the ability to communicate technical concepts to non-technical users effectively.
- Demonstrated leadership abilities, including team building, coaching, and performance management.
- Strong customer service orientation and a commitment to delivering high-quality IT support.
- Ability to adapt to a fast-paced and dynamic work environment while managing multiple priorities effectively.
Preferred Skills:
- ITIL certification or equivalent.
- Experience working with remote teams and managing support in a distributed environment.
- Familiarity with cloud-based services, virtualization, and digital employee experience (DEX).
- Familiarity with Freshservice ITSM platform and Dialpad telephony platform.
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Benefits
Morgan & Morgan is a leading personal injury law firm dedicated to protecting the people, not the powerful. This success starts with our staff. For full-time employees, we offer an excellent benefits package including medical and dental insurance, 401(k) plan, paid time off and paid holidays.
Equal Opportunity Statement
Morgan & Morgan provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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