IT Service Desk Team Lead - Hybrid

The IT Service Desk Team Lead at Bright Horizons plays a critical role in providing advanced technical support to our internal users through direct engagement on tickets, service level monitoring and team mentorship. They are a part of a dynamic team that ensures smooth operations, resolves complex issues, and maintains high levels of customer satisfaction.

What you will be doing:

• Team Performance: Ensure calls are monitored and tickets are resolved or updated within SLAs

• Advanced Troubleshooting: Investigate and resolve escalated technical issues related to hardware, software, network connectivity, and applications. Collaborate with other IT teams to find solutions promptly.

• Incident Management: Handle complex incidents, service requests, and problems. Prioritize and manage multiple tasks effectively while adhering to service level agreements (SLAs).

• Root Cause Analysis: Dig deep into recurring issues, identify underlying causes, and recommend preventive measures. Document findings and share knowledge with the team.

• Technical Documentation: Create and maintain detailed documentation, including troubleshooting guides, FAQs, and knowledge base articles.

• Collaboration: Work closely with Tier 1 and Tier 2 support teams to ensure seamless issue resolution. Provide guidance and mentorship to junior analysts.

• Customer Service Excellence: Deliver exceptional customer service by actively listening to users, empathizing with their concerns, and ensuring timely follow-up.

• Continuous Improvement: Propose process enhancements, automation, and efficiency improvements to enhance service delivery.

Education:

Vocational or technical educationin completion of an industry specific, post-secondary program with a focus on IT.

Bachelor's Degree in Computer Science, Information Technology, or related field preferred.

Experience:

Minimum of 3 years in a similar technical support role, with a focus on Tier 3 support or team supervision.

Technical Skills

• Proficiency in Windows and macOS environments

• Knowledge of Active Directory, Exchange, and Office 365.

• Familiarity with remote desktop tools and ticketing systems.

• Understanding of networking concepts (TCP/P, DNS, DHCP).

Soft Skills

• Ability to coach, mentor individuals and teams to continually raise performance and achieve excellent customer service.

• Excellent communication skills (both written and verbal).

• Strong problem-solving abilities.

• Ability to work independently and collaboratively.

• Customer-centric mindset.

• Detail-oriented and organized.

This is a Hybrid Role based in our Newton, MA office.

The range of compensation listed here or that may be discussed in the interview process is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors.

Our home office employees support all facets of our business - and no matter which department you join, you'll be part of a passionate team doing work that makes a difference in the lives of children and families.

Our people are the heart of our company. Because we're as committed to our own employees as we are to the clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Here, you'll find traditional perks (health insurance, 401(k), PTO, and flex spending) plus childcare discounts, education assistance, and so much more. Join us to experience how we support our people to realize their passion, possibilities, and purpose both at work and at home. All in a workplace where you can be you. Come build a brighter future with us.

HAVING TECHNICAL ISSUES WITH YOUR APPLICATION?

Contact us at bhrecruit@brighthorizons.com or 855-877-6866

Bright Horizons is dedicated to creating a workforce that promotes and supports diversity and inclusion. We provide equal employment opportunities to all individuals without discrimination. Bright Horizons complies with the laws and regulations set forth in the following EEO is the Law Poster: EEO - English and EEO - Spanish along with information on the Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA).

Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the recruitment helpdesk at 855-877-6866 or bhrecruit@brighthorizons.com. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.