Team Lead - IT Service Desk
Greeting from GP Strategies.
About GP Strategies
GP Strategies Corporation (NYSE:
GPX) is a global performance improvement solutions provider of training, eLearning solutions, management consulting and engineering services. GP Strategies' solutions improve the effectiveness of organizations by delivering innovative and superior training, consulting and business improvement services customized to meet the specific needs of its clients. Clients include Fortune 500 companies, manufacturing, process and energy industries, and other commercial and government customers. Additional information may be found at www.gpstrategies.com.
To assist the IT Operation Center staffs and to ensure coverage is adequate, response times are met and process is being followed.
Service Desk Manager
Essential Duties and Responsibilities
- Service Desk Incident and Request first responders
o Monitor the queue and make sure all tickets are getting responded within 15 minutes with an acknowledgment back to the raised user that states their case has been received by the Service Desk and is currently being reviewed. This includes creating Service Desk tickets when requests for service is received via a Service Desk support line.
o Audit the tickets processed by the team members and take the corrective actions, if any.
o Ensure Staffing Coverage is adequate.
o Provide escalation guidance when not clearly defined by the provided escalation tree.
- System Monitoring: Conduct a health check of all systems being monitored by PRTG every 15 minutes during their regular shift and initiate the escalation of critical system incidents and/or outages.