Service Desk Team Lead


Strategic Staffing Solutions


Strategic Staffing Solutions is currently looking for a Service Desk Team Lead for a contract opportunity with one of our largest clients located in Detroit, MI!

Title: Service Desk Team Lead

Location: Detroit, MI (On-site)

Duration: 6-12+ Months

Role Type: W2 contract engagement      

Role Summary

  • Approve escalation requests via chat to ensure FCR metric goals are met
  • Monitor ticket queue and rework/reassign tickets.
  • Provide next level guidance/support to team via team chat.
  • Responsible for handling of VIP tickets and call queue
  • Handle escalated calls ensuring proper resolution to customer and coach team as needed
  • Initiate communications in the event of an outage or concern within the client environment
  • Ensure high call and ticket quality via call/ticket monitoring, coaching and training
  • Accurately track and maintain schedule adherence of agents
  • Assist in training and coaching of staff
  • Ensure departmental success by handling call excess/overflow to ensure SLA’s met
  • Work with supervisors to organize workshops to address agent knowledge/performance issues

The S3 Difference

The global mission of S3 is to build trusting relationships and deliver solutions that positively impact our customers, our consultants, and our communities.  The four pillars of our company are to:

  • Set the bar high for what a company should do
  • Create jobs
  • Offer people an opportunity to succeed and change their station in life
  • Improve the communities where we live and work through volunteering and charitable giving

As an S3 employee, you’re eligible for a full benefits package that may include:

  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • 401(k) Plan
  • Vacation Package
  • Life & Disability Insurance Plans
  • Flexible Spending Accounts
  • Tuition Reimbursement

Job ID: JOB-225456
Publish Date: 01 Jun 2023

Tagged as: Service Desk Team Lead