Shinola Service Desk Team Lead in Detroit, Michigan

The Service Desk Team Leader is responsible for overseeing the daily operational workflow of the Service Desk. The Team Leader will communicate with internal customers, resolve client issues, and identify workflow improvements within the overall IT support organization. The team leader will train, educate, and mentor the Service Desk staff to maintain proficiency on current and future supported technologies within the organization. This role will manage an internal team as well as manage and maintain an IT information repository, including User Guides, FAQ’s, Training materials and Knowledge Base articles. The team leader will serve as an escalation point for Service Desk team support issues, communications, and requests. Ideal candidate is a customer advocate and passionate about providing the highest level of customer service

• Ensure day-to-day Service Desk Team operations are performed according to standard operating procedures (SOPs) and in conformance with established company service level agreements (SLAs)

• Collaborate with users to ensure business requirements are met and that applications and systems are properly supported

• Serve as project lead for IT Service Desk related projects, new system/technology implementations and other projects as designated for the Service Desk Team

• Serve as technical lead for the IT Service Desk Team and advise on process/technology recommendations

• Resolve escalations and complex issues timely and efficiently with superior customer service

• Manage the queue of tickets to ensure service levels are maintained

• Track attendance and performance of team and individuals

• Develop, document, and implement standard operating procedures and customer service guidelines relating to IT support

• Take ownership and responsibility of an issue from start through resolution

• Bachelor’s degree in Computer Science, MIS, Computer Engineering, or equivalent technical degree

• Excellent communication skills with internal and external customers

• Ability to identify workflow inefficiencies and recommend solutions

• Strong leadership skills with the ability to prioritize and delegate effectively

• Passion for customer service delivery

• Act as a technical escalation point for Service Desk Analysts

• Possess excellent organizational and follow up skills, with a strong attention to detail

• Ability to effectively manage competing priorities with a sense of urgency

• Hands on experience in maintaining Operations documents like Key Performance Indicators, Actual Performance Report, Delivery Plans

• Ability to analyze performance reports and formulate action based on same

• Able to do Capacity Planning by looking at the historical volume trends and come up with new process improvements

• ITIL Certification Preferred

• Microsoft Windows Server 2008, 2012

• Windows 7, 8, 10, Mac OS Client Management

• Microsoft Active Directory / Group Policy

• User management in Microsoft Exchange Online / Office 365

• Support Microsoft Office 2010, 2013, 2016

• Hardware support of printers, workstations and mobile devices

• Strong understanding of networking and routing

• Antivirus and antimalware software

• Operational understanding of TCP/IP, DNS, DHCP, WAN, LAN, VoIP, WLAN

Bachelor’s degree in Computer Science, MIS, Computer Engineering, or equivalent technical degree

Bedrock/Shinola is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. I you need assistance on an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.


ID: 2018-2203

External Company URL:

Street: 485 W. Milwaukee