1000 Darden Center Dr, Orlando FL 32837
Job Description
JOB OVERVIEW:
We are seeking a Service Desk Team Lead to manage the Restaurant Systems Service Desk operations. This role is responsible for leading a high-performing support team, ensuring service level commitments are met, and driving continuous improvement in support processes.
SCHEDULE:
- Flexibility to work nights, weekends and an on-call rotation
ROLES AND RESPONSIBILITIES:
Leadership & Team Management
- Coordinate daily Service Desk operations to meet goals and SLAs.
- Lead and mentor team members through coaching, performance feedback, and regular one-on-one meetings.
- Develop and implement training plans to enhance team capabilities.
- Address employee concerns and administer disciplinary actions when necessary.
- Ensure proper escalation of incidents in line with SLA requirements.
Staffing & Scheduling
- Analyze call volumes and KPIs to determine optimal staffing levels.
- Create and manage team schedules, including backup coverage planning.
- Distribute workload and provide guidance to ensure timely and accurate incident resolution.
Incident & Problem Management
- Oversee ticket prioritization and assignment accuracy.
- Review urgent and escalated incidents to ensure proper handling.
- Conduct incident trend analysis and coordinate root cause investigations with relevant teams.
- Drive initiatives to reduce repeat incidents and improve first-call resolution rates.
Process Improvement & Compliance
- Implement and enforce operational processes and procedures.
- Review existing workflows and recommend enhancements to improve efficiency and service quality.
- Ensure documentation is up-to-date and aligned with best practices.
Reporting & Knowledge Management
- Create and maintain knowledge base articles to support consistent issue resolution.
- Measure and report on the effectiveness of knowledge content using KPIs.
- Produce daily, weekly, and monthly performance reports with insights and variance explanations.
- Provide ad hoc reporting as needed.
Professional Development
- Stay current with industry trends, technologies, and best practices.
REQUIRED TECHNICAL SKILLS:
- 3+ years of experience in a Service Desk, Call Center, or Customer Support leadership role.
- Strong problem-solving skills in computer, networking, and telecom environments.
- Hands-on experience with IT infrastructure operations and service management.
- Familiarity with BMC Helix or similar ticketing systems.
- Proven ability to meet or exceed performance metrics (e.g., speed to answer, abandonment rate).
REQUIRED EDUCATION:
- BS/BA in MIS, Computer Science, or Business or relevant work experience
OTHER KEY QUALIFICATIONS:
- Strong leadership and team management skills.
- Excellent verbal and written communication abilities.
- High level of customer service orientation and interpersonal skills.
- Analytical mindset with a focus on continuous improvement.
- Solid understanding of ITIL principles and process management.
PREFERRED SKILLS AND EXPERIENCE:
- Experience in restaurant or retail IT environments.
- ITIL Foundations Certification.
State Benefits Overview
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