IT Service Desk Lead
8x8
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Manila, Philippines
Posted 6+ months ago
At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS - the 8x8 eXperience Communications Platform - brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.
Learn more on our company website at www.8x8.com and follow our pages on LinkedIn, Twitter, Facebook and Instagram.
Are you ready for that next challenge where your commitment and accountability to engineer, administer, and support great IT services is matched by equal opportunity, integrity, and customer centric values? Are you looking for a company experiencing sustainable growth, has a great product catalog and has amazingly cool technology? If so, read on.
8x8 has an exciting opportunity on our internal Information Technology team for an IT Service Desk Lead with diverse skills and experience, desire to personally lean in and make a difference, and a strong affinity and ability to build and develop systems, processes, knowledge, people, governance, and overall technology competencies within a dynamic enterprise environment.
8x8, Inc. (NYSE:EGHT) cloud communication solutions help businesses transform their customer and employee experience with one system of engagement for voice, video meetings, chat, team messaging, contact center and enterprise-class API solutions powered by one global cloud communications platform. 8x8 helps organizations communicate, collaborate and connect from anywhere using any device. No on-premises equipment or maintenance required. That means fewer vendors, fewer bills and fewer apps to manage and provision. Whether you’ve got 10 employees or 10,000 — one office or 1,000 —8x8’s one cloud communications platform brings it all together.
You will be responsible for, but not limited to:
- Mentoring a team of service desk agents while delivering exceptional customer service and technical expertise.
- Coordinating team schedules and workload to ensure efficient coverage and optimal customer support.
- Monitoring and reporting on team performance metrics, SLAs and setting KPI’s.
- Identifying trends to make informed decisions that enhance customer satisfaction and operational effectiveness.
- Monitor, report and drive down aging IT tickets across the entire IT team and lead weekly Incident standup meetings.
- Identify and promptly escalate major incidents and problems to IT leadership.
- Provide advanced technical support to customers, troubleshoot issues and resolve escalated cases.
- Report on CSAT and work with IT leadership to address any dissatisfaction, review feedback and increase user satisfaction.
- Collaborate cross-functionally with other departments.
- Identify areas for process improvements and documenting within the technical support workflow.
- Plan and deliver training sessions and skills matrices to enhance and optimize the team's technical performance, product knowledge and customer service.
Basic Qualifications: (required)
- 5 years of career progression in technology systems support, administration, and service delivery (with at least 2 years in a supervisory capacity).
- Proven experience in technical support, with a strong understanding of troubleshooting methodologies and technical concepts.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Advanced knowledge of Windows and Mac Operating Systems.
- Familiarity with authentication, access, network security, and antivirus solutions.
- Solid understanding of network fundamentals and troubleshooting (ethernet, wireless, VPN, DNS, TCP/IP).
- Experience with PC management tools, and end-user applications.
- Experience interacting directly with clients, and providing technical support by telephone or other medium.
- Demonstrated ability to exercise good judgment and discretion in handling issues and disseminating information.
- Ability to handle multiple projects with rapidly changing priorities and deadlines.
- Experience with video conferencing solutions and support.
- Experience with VOIP systems.
- Flexibility to work rotating shifts in a 24/5 environment.
- In office or hybrid work environment
Preferred Qualifications: (desired)
- Diploma in Information Technology or equivalent, or an acceptable combination of education and experience.
- Experience administering and supporting:
- -- Active Directory/Okta
- -- Apple MDM Solutions - Addigy, JAM
- -- FOffice Productivity Suites - G-Suite Enterprise (Gmail, GCal, GDocs, etc) and Microsoft Office
- -- Jira, Halo ticketing systems
- -- Aruba ClearPass / Wireless
- -- VPN connectivity - Global Protect and Cisco Anyconnect
- Experience with audit, governance, and compliance (SOC2, GDPR, Sarbanes Oxley, ISO 27001)
8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.
For European Job Applicants our Job Applicant Privacy Notice can be found here.
This job is no longer accepting applications
See open jobs at 8x8.See open jobs similar to "IT Service Desk Lead" Francisco Partners.