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,