Service Desktop Support Team Lead- JFK Airport

United States
Permanent / Full Time

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About the Job:
As a Service Desktop Support Team Lead, you will provide leadership and work alongside the onsite service desk engineering staff to provide efficient and effective technical support to airport personnel. This role involves providing high standard IT service to cooperate users especially the VIP user base, managing Major Incidents, driving 3rd Party for providing technical resolution, and ensuring the delivery of high-quality service. The Service Desktop Support Team Lead plays a pivotal role in maintaining a positive user experience which will require working in close coordination with the offsite Service Desk to provide consistent IT support.

What will you do?:

  • Team Leadership: Lead, mentor, and train a team of service desk engineers onsite/offsite to foster a collaborative and high-performing work environment and develop and maintain a strong service-oriented culture within the team. Conduct regular performance evaluations, set goals, and provide constructive feedback.
  • Incident & Request Management: Work alongside service desk agents to provide support to Cooperate users at the Airport. Log and prioritize incidents reported by users, ensuring accurate documentation of issues and resolutions. Escalate complex technical problems to the appropriate IT support teams and/or 3rd Party follow up on the resolution process. Communicate with users to provide updates on incident status and resolution timelines. Manage Major Incident and deliver root cause analysis report.  Install, configure, and troubleshoot software applications used by airport personnel. Collaborate with other IT teams to ensure the compatibility and functionality of software across different departments.
  • Customer Relationship Management: Build and maintain positive relationships with airport stakeholders, departments, and end-users. Act as a point of contact for escalations and collaborate with other IT teams to ensure the resolution of complex issues. Be the ServiceDesk face to Airport IT Staff for Weekly/Monthly Service Performance Reviews and Service Enhancement Plans.
  • Training & Development: Facilitate regular training sessions to keep the team updated on new technologies, procedures, and tools. Foster a culture of knowledge sharing and collaboration.
  • This role is working business core hours: 8:00am to 5:30pm – Monday to Friday

What will you bring to ESP?

  • 2+ year of service desk role experience
  • 3+ years in a Team Lead or supervisory position.
  • Strong technical background with knowledge of IT service management processes.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to prioritize and manage multiple tasks in a fast-paced environment.
  • ITIL certification or other relevant certifications are a plus.

Physical Requirements:

  • Able to lift or push 20-50 pounds of equipment if need it.
  • Able to stand or kneel for extended periods of time.
  • Able to use mechanical tools.

If you are….
Motivated to develop your career in IT Airport group, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end user environments we should connect and explore.

What we will offer:
Personal & Professional Development
Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career.  We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.

We offer a competitive range based upon suitability or experience.

  • Medical/Vision/Dental Insurance (including PPO option)
  • PTO time
  • Sick time
  • Perkbox discounts
  • On-site Paid Parking
  • Commuter Program  

Who are we:
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that’s manages over 1,000 tickets a day for more than 200 customers.

Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world.

We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems.

Our vision and ethos have stood the test of time and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together.
ESP Global Services is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

Next Steps

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