Provalus is seeking an SD Analyst Team Lead to oversee the daily operations of a team of Service Desk Analysts providing Tier I technical support. This role is responsible for coaching, developing, and supporting team members while ensuring exceptional customer service, efficient incident resolution, and achievement of operational performance goals.
The ideal candidate is a hands-on leader with strong technical aptitude, excellent communication skills, and a passion for developing others. The SD Analyst Team Lead serves as a subject matter expert, escalation resource, and mentor while fostering a culture of accountability, continuous learning, and customer-focused service.
Key Responsibilities
- Lead, coach, and develop a team of SD Analysts to achieve individual and team performance objectives.
- Monitor daily service desk operations and ensure appropriate workload distribution and coverage.
- Serve as an escalation point for complex technical issues and customer concerns.
- Provide ongoing coaching, feedback, and performance support to team members.
- Monitor service desk metrics, including productivity, quality, customer satisfaction, and attendance.
- Ensure customer incidents are documented accurately and resolved in accordance with established processes and service levels.
- Conduct regular one-on-one meetings and performance discussions with team members.
- Support onboarding and training initiatives for new hires and existing staff.
- Identify trends, recurring issues, and opportunities to improve service delivery and operational efficiency.
- Collaborate with leadership and cross-functional teams to support business objectives.
- Foster a positive, collaborative, and customer-focused work environment.
- Perform other duties as assigned to support operational and customer needs.
- High school diploma or GED required; associate or bachelor's degree preferred.
- Previous experience in technical support, service desk, help desk, call center, or customer support environments.
- Prior leadership, supervisory, coaching, or mentoring experience preferred.
- Strong customer service and interpersonal skills.
- Excellent verbal and written communication skills.
- Technical aptitude with the ability to troubleshoot and guide others through technical issues.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong organizational, analytical, and problem-solving skills.
- Ability to work independently and as part of a team.
- Proficiency with Windows-based systems, business applications, and data entry.
- Experience leading technical support or service desk teams.
- Strong critical thinking and decision-making abilities.
- Experience monitoring and improving quality, productivity, and customer satisfaction metrics.
- Ability to learn and navigate multiple systems simultaneously.
- Ability to provide clear, professional, and constructive feedback.
- Strong attention to detail and commitment to operational excellence.
- Experience handling escalated customer or technical issues.
- Ability to motivate and develop employees while driving accountability and performance.
- High school diploma or equivalent.
- At least 1 year of customer service, call center, coaching, or related experience preferred.
- Strong computer skills, including the ability to navigate multiple systems and document findings accurately.
Work Location: In Person
