Service Desk Shift Lead

About Net at Work

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology. 

Through the integration of ERP, HCM and/or CRM solutions, Net at Work  offers unique, industry-specific  solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com. 

About this Position

The Net at Work Service Desk focuses on providing excellent experience through quick and efficient support while leveraging a high level of communication.  Our client base is diverse, consisting of all ranges of technology, including Apple, Google, Microsoft, and Linux.    

The Shift Team Lead is responsible for guaranteeing our clients receive an excellent experience during designated shift. This role will be responsible for all performance metrics of the Service Desk team and will ensure the team is responsive, efficient and fully utilized every shift. The Service Desk team is measured by efficiency metrics including First Call Resolution % (FCR), Time to Response and Resolution, Service Level Agreements (SLAs) along with other standard metrics. The Shift Team Lead will also be handling tickets daily and assist with escalations before moving to next level of support. Success of this role is dependent of the Service Desk team’s performance, customer satisfaction and overall efficiency to meet our customer’s expectations.

Successful candidates are self-motivated, possess a sense of urgency, and can demonstrate critical thinking and exceptional interpersonal skills.   Strong familiarity with Managed Services is preferred.

Job Responsibilities

• Lead team by providing technical and procedural guidance to team members.
• Work closely with Service Coordinators and engineers to ensure tickets are being prioritized properly.
• Ensure all KPIs and metrics are meeting goals (FCR, SLAs, Time to Resolution, Average Response Time etc).
• Assist with Incident Management when high impact events occur.
• Mentor and coach team members.
• Ensure tickets are completing their lifecycle quickly and efficiently.
• Follow up with client when negative feedback is received in CSAT system.
• Assist with taking support phone calls and tickets during high volume events.
• Collaborate with leadership team regarding suggestions to improving our processes and workflows.
• Backup Service Coordination team with triaging and prioritizing incidents and requests.
• Escalation point for Service Desk.
• Meet with Technical Services Manager weekly to review Service Desk performance.
• Maintain engineer calendars for proper capacity planning.
• Able to identify potential problems or outages in a timely manner and escalate to leadership where necessary.
• Create new and adjust current Standard Operation Procedures to make service desk more efficient.
• Mass communications of outages with clients and engineering team when discovered.
• Client contact for scheduling adjustments and engineer statuses in real time.
• Speak with clients regarding performance issues and enhancements.
• Report generation of ticket volumes, statuses, and engineer utilization.
• Ensure Service Coordination team is meeting KPI goals quarterly.
• Escalation point for team questions and process related actions.
• Promote a collaborative environment.
• Perform daily Quality Assurance checks including listening to recordings, reviewing tickets and ensure team members are following proper workflows.
• Adherence to Standard Operating Procedures (SOPs) relating to ticket creation.
• Perform post-resolution follow-ups when a client requests an update.
• Daily entry of time within current ticketing platform and keeping tickets updated.
• Provide direct and indirect leadership and peers with situational awareness briefs on high profile clients/projects.
• Ensure ticketing statuses and boards comply at start, during, and end of shift.

Job Requirements

• 2+ years working within the Managed Services Provider (MSP) field.
• 1-2 years implementing break/fix solutions for workstation and server infrastructure.
• Advance Knowledge of Microsoft Windows and macOS.
• Basic Microsoft Windows Server experience.
• Basic networking knowledge including protocols like TCP/IP, DNS, DHCP and SSLVPN.
• Understanding of client/server relationship regarding networking.
• Knowledge of Active Directory, Entra ID and Intune.
• Advanced troubleshooting skillset pertaining to printers, workstation hardware and other peripherals.
• Basic understanding on how Email protocol works.
• Experience using SaaS and IaaS services including Microsoft 365 and Azure.
• 1+ years mentoring or coaching team members.
• Ability to be empathetic with clients during critical incidents.
• Ability to manage major incidents including communication to client, technical direction and internal communication.
• Experience building and publishing Standard Operation Procedures (SOPs).
• AZ-900 Certification is a plus.

Compensation and Benefits

Base hourly rate range: $36.06 to $40.87 per hour.

This position is also eligible for a bonus in accordance with the terms of the Company's plan.

Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.  

We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life: 

• Health and Welfare (Medical, Dental, Vision) 
• Accident, Critical Illness, and Hospital Indemnity  
• Employee Assistance Program (EAP) 
• Life and AD&D Insurance 
• Short- and Long-Term Disability Insurance 
• Flexible Spending Accounts 
• Transportation and Parking Accounts 
• Health Savings Accounts (with company contribution) 
• Retirement Planning (401k with matching contribution) 
• Legal Benefits 
• Identity Theft Protection 
• Pet Insurance 
• Wellness Program Offerings 
• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.  
• 8 Paid Holidays per year, including 1 floating holiday. 

The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. 

The Company expects to accept applications for this position until April 25, 2025 but encourages interested applicants to apply as soon as possible. We will review this information and one of our Talent Acquisition professionals will reach out if your background aligns to the positions.  

EOE/Diversity & Inclusion Statement

Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind. 

Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.