Service Desk Team Lead

Job Description:

About SEKO

SEKO started out in business in 1976, operating out of a single Chicago office. Since then, we have built a solid reputation throughout the world as an innovative and flexible provider of first-class logistics services. We provide complete Supply Chain Solutions, specializing in transportation, logistics, forwarding and warehousing. We also lead the industry with innovative and customizable IT solutions, which provide a seamless flow of information and give our growing customer base true supply chain visibility. With over 120 offices in 40 countries worldwide, our unique shareholder management model enables you to benefit from Global implementation experience and expertise across all industry sectors, coupled with vital in-country knowledge and service at the local level.

KEY ACCOUNTABILITIES INCLUDE:

• Service Desk Management

• Oversee the processing of incoming support requests via ticketing system, phone, and email

• Establish and enforce service level agreements (SLAs) in consultation with stakeholders

• Monitor and analyze trends in Help Desk requests to generate reports for decision-making

• Manage the Service Desk team, including performance evaluations, training, and scheduling

• Report building experience with PowerBI or Service Desk tools to communicate on trends, aging ticket reports, and trends

• End User Computing Leadership

• Coordinate and perform hands-on fixes at the client level, including software installation, hardware upgrades, and system configuration

• Develop and implement end-user training programs to increase computer literacy

• Oversee the management of end-user devices, including desktops, laptops, and mobile devices

• Drive the strategy for software deployment and desktop infrastructure improvements

• Team and Process Management

• Lead and mentor a team of Service Desk Analysts and End User Computing specialists

• Implement best practices for IT service management, such as ITIL frameworks

• Collaborate with other IT teams to ensure seamless support across all technology areas

• Manage projects related to service desk improvements and end-user computing initiatives

• Customer Service and Communication

• Act as the main escalation point for complex issues and high-priority incidents

• Ensure high levels of customer satisfaction through effective communication and problem resolution

• Represent the IT department in meetings with other business units and stakeholders

• Participate in the development of a safe and healthy workplace. Comply with instructions given for their own safety and health and that of others, in adhering to safe work procedures. Co-operate with management in its fulfilment of its legislative obligations.

• Other duties as assigned by management.

REQUIREMENTS:

• Strategic thinking and ability to drive continuous improvement
• Strong customer service orientation and ability to manage stakeholder expectations
• Excellent time management and ability to prioritize in a fast-paced environment
• Analytical skills for interpreting service desk metrics and identifying trends
• Ability to balance tactical support needs with strategic IT initiatives
• Must have advanced, prior "hands-on" experience with O365, Windows OS, and laptop hardware/software.
• Comfortable working with executives in high-pressure IT support issues.
• Ability to support escalations from IT Service Desk and act as 3rd tier resource to resolve issues.
• Never an issue to contact a user directly to find out what exactly might be the problem.
• Monitor checklists from teams to keep systems available before issues occur.
• Hands-on creation of SOPs (Standard Operating Procedures).
• Training the Service Desk provider in new SOPs.
• Communicate to users tips/processes for better engagement and prevent issues from being started.
• Works on project-based initiatives and provides written and verbal status updates to business users/stakeholders.
• 4-5 on-site days in Schaumburg, IL HQ Office

EDUCATION & EXPERIENCE:

Minimum

• Bachelor's degree.
• 3+ years of experience in IT support roles, with at least 2+ years in a leadership position
• Strong technical knowledge of Microsoft Office 365 in hybrid environment, Windows operating systems, Active Directory
• Strong experience in Microsoft Intune and pushing/testing/deployment of software through centralized management technology and processes
• ITIL certification and other relevant IT certifications (e.g., CompTIA A+, Microsoft certifications)
• Excellent leadership, communication, and problem-solving skills
• Experience with ITSM tools and remote support technologies
• Knowledge of end-user device management and software deployment tools
• Continuous learner of new technologies and certified track record of mastering new technologies
• Strong problem-solving and analytical skills
• Excellent communication and documentation abilities

Preferred

• Current industry certifications from Microsoft or Identity certifications
• Experience in a larger IT environment preferred with over 3000 users and multiple domains and O365 tenants
• Security experience with modern end point detection and response tools
• Experience with cloud platforms (e.g., Azure, AWS) and their IAM components

SPECIALIST CERTIFICATIONS:

• N/A

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that base salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary compensation range being offer for this role is $58,900 - $84,150 USD per year. This role is also eligible for an annual incentive bonus.

SEKO Logistics is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Benefits Designed with You in Mind:

At SEKO Logistics, we are committed to supporting your well-being, professional growth, and financial stability (eligibility requirements apply). Our comprehensive benefits package includes:

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account (IL only), Flexible Spendings Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Accident, Critical Illness and hospital indemnity program, Life Insurance, AD&D, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)

• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave)

• Retirement Benefits: Contributory Savings Plan (401k).

SEKO Worldwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.