Team lead, IT Service Desk
Job Description
Job title: Team lead, IT Service Desk
Company: Cornerstone OnDemand
Job description: We’re looking for a
Team lead, IT Service Desk This role is Office Based
We’re looking for a Team Lead – IT Service Desk
Working as part of the IT Operations team within Cornerstones Corporate IT organization, you will lead a small team of technicians providing in-office support in the EMEA region. You will partner with regional service desk team leads across the organization to align on standards and best practices. The ideal candidate for this role is a employee digital experience Champion who has experience who’s priority is to ensure the best possible support experience for Cornerstone employees.
In this role you will…
- Build positive relationships with peers across regions to deliver exceptional support
- Be an escalation point of contact for 1’st and 2nd level support
- Lead IT support specialist to provide exceptional support for EMEA offices as well as our worldwide remote office workers.
- Site owner for regional offices (site operation, move, adds and changes)
- Manages the team to perform tasks and deliver projects in a fast-paced environment, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution
- Ensure team members follow all processes and policies; monitor and evaluate service performance
- Develop tools and solutions to increase the operational efficiency of the IT Service management process with a focus on excellent user experience.
- Partner with internal service owners and teams to evaluate technical solutions, provide recommendations, plan and execute the service enhancements.
- Identify and implement left shift opportunities for service improvement, cost optimization, and increased efficiency.
You Have What It Takes If You Have…
- Minimum 7+ years of technology proven experience in an IT support role.
- Desirable certifications include: Hardware/software/network training and/or certification in systems (such as ITIL, Comptia A+/Network+, MCSA, Apple certification, etc…).
- Scripting/Automation capability (Shell, Python, Perl PHP, C+++, Java etc)
- Experience leading a small team.
- Excellent customer service, organizational, prioritization, multitasking, communication, and leadership skills.
- Strong understanding and experience supporting Windows and Mac environments, networking and collaboration tools (Chat, Video Conferencing rooms/systems and A/V devices).
- Experienced with asset tracking and auditing.
- Experience with procurement and vendor management
- Strong End-to-end project management experience
- Basic IDF and MDF or NOC experience
- Strong interpersonal skills and ability to work with cross-functional teams, customers, and external vendors.
- Ability to travel up to 25%
- Ability to lift 50lbs and be on site 5 days a week. This is an onsite role and not a remote/hybrid position.
- Championing the use of self-service IT resources, such as self-service support tools and knowledge base.
- Manage event support, set up AV and live stream equipment.
- Manage and update technical document standards, best practices, and policies.
- Deliver projects related to corporate computing and software such as A/V, monitoring, and productivity suite.
- Occasional weekend work and travel is required.
Total Rewards:
At Cornerstone, our transparent total rewards program is based on three core tenets: equitable pay, market dynamic research, and skill-based appraisal.
In London Office, The base salary range for this position is: 34000 – 54400 GBP. If you work outside of London Office, the salary range may be different and will be applicable to your country, currency and market.
In addition to competitive base pay, the compensation package for this role may include other incentives like bonus or commission, along with a generous benefits package.
Where an individual’s pay falls within the range is determined by factors including, but not limited to, job-related skills, experience, and relevant education or training.
Our Culture:
Our mission is to empower people, businesses and communities. A culture created less by what we do and more by who we are. When people ask what our team is about, we point to our core values: champion customer success, bring our best, achieve together, get stuff done, and innovate every day. We’re always on the lookout for new, curious and capable people who can help us achieve our goal and we are seeking diversity in the people who join our team. We want to make sure that our company reflects the demographic of our customers, clients, and the communities in which we operate. So if you want to work for a friendly, global, inclusive and innovative company, we’d love to meet you!
What We Do:
Cornerstone is a premier people development company. We believe people can achieve anything when they have the right development and growth opportunities. We offer organizations the technology, content, expertise and specialized focus to help them realize the potential of their people. Featuring comprehensive recruiting, personalized learning, modern training content, development-driven performance management and holistic employee data management and insights, Cornerstone’s people development solutions are successfully used by more than 100 million+ people in 180+ countries and in nearly 50 languages.
Cornerstone takes special care to ensure the security and privacy of the data of its users.
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Expected salary: £34000 – 54400 per year
Location: London
