Service Desk Lead

Let's tomorrow, together.At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.Sound like the right fit? Your tomorrow looks bright at Ubiquity.Your Role:Job Summary:The role of a Service Desk Lead is in charge of overseeing their Service Desk day-to-day operations, which frequently includes managing individual team members and resolving issues or complaints. Service Desk Leads balance competing demands on their time while remaining focused on their overallobjectives. Working with other departments or outside vendors to resolve customer issues quickly.Job Responsibilities:Leading a team of analysts in handling inquiries from employees, clients, or vendors about products or servicesEnsuring that all issues are resolved in a timely manner by communicating with other departments within the organization as needed to resolve escalated issuesManaging the team’s workloads to ensure they are able to meet their deadlines while providing excellent user experience.Reviewing incoming tickets to determine priority and assigning them to members of the team for resolutionReviewing reports from the team to assess performance and identify problems that may need to be addressed with individual team membersMonitoring staff performance to ensure that customer service representatives are providing high quality serviceMaintaining an updated knowledge base of industry standards and trends in technology, customer service protocols, and available resourcesSummarize processes, documentation, and workflows through interviews with staff performing security and human resource related duties, develop gap analysis and identify and prioritize process improvements based on current risk of components adding professional insight.Maintain Service Desk capabilities, playbooks and documentation and work with staff to implement sustainable improvements. Facilitate table-top exercises and work with staff to develop a plan for remediation and improvements.Sustain engagement objectives, strategize to comply with professional standards, and mitigate risks inherent in the engagement.Demonstrate excellent project management skills, promote teamwork and individual accountability with engagement team members, and use available technology, tools, and company assets to enhance the effectiveness of deliverables and services.Job Qualifications: (Knowledge, Skills, Experience)Have 3+ years of professional experience working in the Tech Support services areaFluent in Business English Communications.Familiar with security concepts and technologies to ensure the highest level of customer experience.What we do.Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation, and is proudly certified as a Great Place to Work®.Come as U are, because U Matter at Ubiquity.We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.