Why WWT
At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits and by delivering cutting-edge technology solutions for our clients.
Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners
conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.
With over 12,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work for its unique blend of determination, innovation and creating a great place to work for all.
The Team Lead, IT Service Desk oversees daily operations, ensuring timely response and resolution of service requests. This position is responsible for managing a team of Service Desk Analysts, monitoring metrics, and driving continuous improvement initiatives.
Job Responsibilities
- Provide coaching and career development for direct reports on the Global Service Desk through consistent 1-on-1s, and larger team meetings
- Serve as liaison between the Service Desk and strategically aligned teams when opportunities for cross-training and/or collaboration arise
- Collaborate with peers and Service Desk Management as a point of contact for projects and changes impacting service desk operations
- Serve as an escalation point in matters that require advanced technical knowledge or troubleshooting experience
- Collaborate with other teams to resolve new or ongoing Problems/Outages in the environment
- Provide guidance and direction to the Global Service Desk team members in matters of customer service, processes, and procedures
- Collaborate with peers to manage day-to-day operations of the Global Service Desk: lunches, team communications, and on-call phone coverage
- Track the performance of the Service Desk through Daily and Monthly metrics reviews
- Provide innovations through process creation or revision, solution formulation, and implementation
- Review, maintain, and contribute articles within the Service Desk Knowledge Base repository, as well as assist with the maintenance of Self-Service knowledge articles
- Provide support, as needed, by personally covering the phones, working tickets, or routing tickets
- Administer/Troubleshoot accounts in the following systems: Workspace One, Salesforce, WebEx, Prime Provisioning, Active Directory, Exchange, SharePoint, Oracle, and various other applications.
Qualifications
- Bachelor's Degree in Arts/Sciences (BA/BS) in Information Technology and/ or a combination of education, training, and experience may be considered in lieu of a degree.
- A minimum of 5 years progressive experience in a related field
- Proven work experience as a leader within a team with past experience in managing high performance teams
- In-depth knowledge of performance metrics
- Excellent customer service, communication, and leadership skills
- Positive, professional, and first-team attitude
- Strong work ethic and ability to self-motivate in addition to motivating a team
- Ability to organize and prioritize work in a fast-paced, changing environment
- Technical aptitude with a focus on continuous learning and development
- ITIL Foundations v3 preferred
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The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:
- Health and Wellbeing: Combined Health Insurance, Employee Assistance Program, Wellness program
- Financial Benefits: Competitive pay, Profit Sharing, Life and Disability Insurance, Tuition Reimbursement
- Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Bereavement
We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!
