Service Desk Level 1 Lead

Flynn Restaurant Group • Independence, OH • 2h ago

At Flynn Group, we believe in the power of collaboration and value in-person interactions. This is why our employees work from the office four days per week , leaving Fridays to work from home. This setup cultivates casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where innovation thrives, with office-based teams coming together four days a week to collaborate and thrive, together!

Our Vision for this Role

The Service Desk I Lead serves as the operational bridge between the Service Desk team and Supervisors. This role ensures daily workflow continuity by coordinating communication, delegating tasks appropriately between SD I and SD II agents, and facilitating smooth escalation handling. The Lead plays a key part in maintaining awareness of ongoing issues and ensuring efficient information flow across the department.

What We Will Accomplish Together

Shift Attendance and Notifications

Arrive promptly for your shift, clocked in and ready to work.

If unable to attend work, notify your Supervisor and Michael Armbrust at least 30 minutes prior to the start of your shift.

Notify leadership immediately if you will be late logging in or arriving to the office.

Delegation and Coordination

When delegating tasks or escalations, provide clear @context, expectations, and timelines to ensure accountability and understanding.

Call Queue Management

Actively monitor the 8×8 queue during the shift.

When three or more calls are waiting, assist by answering or dispatching calls to maintain service levels and prevent backlog.

Continue monitoring the queue throughout the shift to ensure even workload distribution and consistent coverage.

Multi-Store Issue Policy

Take point on any widespread outage or problem affecting multiple locations.

Coordinate the overall response effort, ensuring that:

A PRB is created or requested through leadership.

A temporary KB or reference document is drafted (often delegated to SD II).

Announcements or status updates are shared with the Service Desk team.

Communicate with Supervisors throughout the process to confirm next steps and closure actions.

Leadership Email Management

Monitor the Service Desk Leadership inbox consistently during your shift.

Respond to messages that fall within Service Desk scope, or create ServiceNow incidents or tasks when applicable.

Escalate messages to Supervisors as needed for issues outside Service Desk ownership.

Maintain clarity and professionalism in all written communication.

Meetings and Policy Awareness

Attend leadership and Service Desk meetings to stay informed of operational priorities and upcoming initiatives.

Provide frontline feedback to Supervisors on process challenges, trends, or opportunities for improvement.

Assist in communicating or reinforcing new procedures to the team as directed by leadership.

Leadership Integration and Professional Conduct

This position bridges into the leadership space and requires a mature, professional approach in all matters. Leads must maintain confidentiality regarding discussions, documents, and decisions made in leadership meetings or planning sessions.

Details or information discussed in leadership settings are not to be shared, summarized, or implied to others until officially communicated by Supervisors or management.

A Lead is expected to exercise sound judgment, remain unbiased, and represent both leadership and peers appropriately. Professional discretion, respect for process, and maintaining trust are essential to the success of this role.

Feedback and Coaching Participation

The Lead is not expected to provide direct feedback or coaching to team members.

Participate in maintaining the Feedback Wall by documenting observed opportunities for improvement for both SD I and SD II agents.

Allow Supervisors to deliver and discuss feedback directly with staff.

Additional Responsibilities

Support leadership in ensuring tickets and tasks are completed in accordance with Service Desk standards.

Provide coverage or assistance on the phones or within queues as needed based on call or ticket volume.

Communicate any operational challenges or patterns observed during the shift to Supervisors for review.

What You Have

Professionalism: Maintain a courteous, calm, and professional demeanor when interacting with team members, end users, and leadership. Represent the Service Desk with consistency and reliability.

Time Management: Prioritize tasks effectively to ensure that delegations, calls, and leadership communications are handled promptly and that team coverage remains balanced.

Continuous Improvement: Stay current with internal systems, ServiceNow processes, and organizational updates. Identify areas for workflow enhancement or documentation improvements that can benefit the entire team.

Finally, you should bring an excellent sense of humor to the table - we like to have FUN !

Why Work For Flynn?

Flynn Group offers a variety of benefits and perks to encourage and empower our employees. We are committed to helping each employee work and live to his or her fullest potential. We offer a variety of benefits and perks while working for us:

Medical/Dental/Vision

Retirement and Savings Plan

Short- and Long-Term Disability

Basic Life Insurance

Voluntary Life Insurance

Tuition Reimbursement

Paid Time Off

Flexible/Hybrid Work Schedules (In Office Monday - Thursday, Work From Home Friday)

Company Outings

Dining Discounts

On-Site Fitness Center

On-Site Daycare

On-Site Café

FUN Work Environment!

The Flynn Group is an Equal Opportunity Employer

Go to Apply

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