We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

The Service Desk Team Lead is a member of the Customer Support team and is responsible for first level technical support for RSM RSM. He/she will respond to end-user inquiries regarding trouble with networks, platforms, servers and applications. In addition, the individual will answer questions, via phone and electronic mail, related to the use of supported hardware, software and networking services provided by RSM RSM. Tasks include, but are not limited to, monitoring, tracking and updating day-to-day status on user problems and request.

The SD Lead will back up the Service Desk Manager and fill some leadership roles pertaining to the Service Desk operation and staff.  He/she must have excellent customer service and communication skills, both written and oral, and must be able to communicate between technical and non-technical people within the Company.

ESSENTIAL DUTIES

• All duties and responsibilities listed in Service Desk Analyst job description
• Provide guidance and assistance to junior SD Analysts whenever needed
• Train new hire employees on the use of Service Desk software, supported RSM hardware and applications, and other networked equipment
• Fulfill Administrative responsibilities related to the Service Desk software
• Manage assigned projects to completion and meet deadlines
• Functional backup to the Service Desk Manager as needed
• Actively participate in and occasionally lead regularly scheduled Service Desk team calls
• Other duties as assigned

EDUCATION (Preferred)

• Associate’s Degree in Information Systems, Business, or related field, or equivalent experience

SPECIAL REQUIREMENTS SPECIFIC TO JOB (Preferred)

• Passion for and responsibility to the customer
• Personal and corporate integrity
• Friendly presence, helpful attitude, and self-motivated with demonstrated interpersonal skills
• Good organizational and problem-solving skills
• Ability to multitask
• Ability to work in a highly collaborative environment
• Ability to work a flexible schedule, including overtime as required

EXPERIENCE (Preferred)

• PC support background and experience working in a call center /

phone support environment.

MANAGEMENT

• Previous supervisory experience helpful

At RSM, we offer a competitive benefits and compensation package for all our people.  We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients.  Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits   https://rsmus.com/careers/el-salvador.html. 

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Salvadoran Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.  

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at [email protected].