Old Dominion Freight Line

  • Team Lead - IT Service Desk

    Requisition ID
    2018-9219
    Location
    CPT - CORPORATE OFFICE - NC
    Category
    Information Technology
    City
    Thomasville
    Position Type
    Regular Full-Time
    State
    NC
  • Job Description

    Old Dominion Freight Line has an opening for a Service Desk Team Lead.  This role will lead the daily operation of the Service Desk to ensure efficient operations. Responsive to both incidents and service requests that come into the Service Desk reporting major issues to IT Service Manager. This position is the first point of contact for Service Desk personnel and provides supportive leadership for team members around the clock.

    Responsibilities

    • Provide support to the Service Desk employees and resolve escalated calls.
    • Review weekly call and ticket reports, monitor dashboards and queues handling any issues that arise.
    • Service Management administrative support, managing access, team assignments and workflows.
    • Lead the printer fleet administrative support efforts, working directly with vendors to address moves/adds/changes within the print fleet for both field and corporate locations.
    • Provide training/re-training to new and existing Service Desk team members.
    • Monitor and ensure the Service Desk turnover log is maintained to document what occurred during each shift in order to foster knowledge transfer.
    • Maintain adequate personnel coverage utilizing the Service Desk Calendar, define and approve scheduling adjustments as necessary to ensure coverage.
    • Manage PTO requests ensuring we maintain adequate personnel coverage for all shifts.
    • Assist with workload management within the ticketing tool to ensure all areas of Service Desk responsibility are being worked accurately and timely.
    • Maintain skillset by actively engaging in daily ticket resolution.
    • Work with IT Metrics Analyst ensuring stats and metrics are in line with expectations. Communicate service issues and trends to leadership.
    • On-Call responsibilities include providing support to Service Desk team members to assist with making judgement decisions afterhours regarding to supporting the needs of the business, vendors and technical team.
    • Coach Service Desk team members through conflict resolution, performance issues and process improvements.

    Qualifications

    Education:

    • High school diploma or equivalent
    • Current ITIL Certification

     

    Experience:

    • 5+ years of experience in a service desk environment
    • 1+ year of supervisory experience
    • Working knowledge of AS400 and SAP user support, Microsoft Office, networked printers, general computing devices, various mobile device platforms and mobile device management applications, Service Management tool administration, active directory and Citrix
    • Excellent customer service skills
    • Excellent verbal and written communication skills
    • Accurate typing of 50 wpm
    • Self-motivated with a sense of urgency
    • Strong analytical and problem solving skills
    • Strong teamwork and interpersonal skills

    Join the OD Family Today!

    As a Full Time member of our Family, you are eligible to receive:

    • Health, Dental & Vision Benefits
    • Short Term & Long Term Disability
    • Flex Spending Accounts
    • 401(k) Retirement Plan
    • Wellness Program
    • Employee Credit Union, Vacation & Holiday
    • “Birthday Holiday” and who doesn’t love some extra attention on their Birthday?

     

    Old Dominion Freight Line, Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, and/or gender expression, sexual orientation, age, disability, pregnancy, genetic information, military status, Vietnam Era and/or veteran status, or any other characteristic protected by applicable law(s).

     

     

     

     

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