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Client Services Team Lead

Client Services Technician

Position Purpose

The Service Desk Lead monitors and delegates work to the Service Desk to support and maintain Echo technology. This role serves primarily as an escalation point and infrequently as the first point-of-contact for end users reporting various IT problems. It is pertinent that this person demonstrate expert knowledge of all Echo business functions, applications and technology. They must exhibit strong communication skills in all customer and team interactions and offer exceptional customer support. They are responsible for ensuring that the Service Desk addresses all problems and solutions, and that they are escalated and communicated in a timely manner.

Essential Position Functions

Principle Accountability | Leadership

  • Instill a disciplined and service-oriented approach to all work the Service Desk completes
  • Practice positive interactions - lean on encouragement in place of judgment
  • Participate in the recruitment, evaluation, corrective action and professional development of the Service Desk
  • Prioritize and delegate incidents and project work to the Service Desk team
  • Develop and document new processes and initiatives to improve the efficiency and shape the direction of the Service Desk
  • Develop and maintain a work schedule with full coverage during Service Desk operating hours including phone rotation, time off coverage, etc.
  • Act as 3rd tier escalation for the advanced troubleshooting of complex support requests

Principle Accountability | Team Management

  • Act in the interest of the overall team
  • Advocate for the needs and success of the Service Desk team
  • Maintain an attitude of commitment through an outward display of willingness
  • Create and maintain a positive working relationship within the IT and end user communities
  • Take ownership over the Knowledge Base and other information sources to ensure the smooth hand-off of projects and individual incidents
  • Participate in and occasionally lead the refinement and execution of IT and team initiatives
  • Impresses responsibility on others by displaying ownership in tasks

Principle Accountability | Customer Service

  • Provide technical support to end users via telephone, email and remote access tools
  • Monitor and measure the quality of the Customer Service delivered by the Service Desk
  • Communicate effectively with both novice and proficient customers and end users
  • Maintain a professional demeanor and positively represent Echo technology in all end user and customer interactions
  • Advocate for the interests of end users within internal IT communications and meetings
  • Deliver basic instructions and training, for all supported applications and hardware

Principle Accountability | Application and Desktop Support

  • Administer user accounts through Active Directory, MS Exchange, Cisco Call Manager, etc. as well as other proprietary Echo applications for all on/off-boarding and position change requests
  • Work closely with the QA team to confirm production defects and identify alternative solutions
  • Maintain, troubleshoot and support all Echo hardware and applications including occasional imaging and workstation setup
  • Craft and send alerts and updates to the business regarding technology changes and outages
  • Facilitate the Problem Management process by obtaining and communicating problem details through the proper escalation channels with appropriate urgency

Position Requirements

  • 1+ years of prior leadership experience
  • 5+ years of prior application support experience (customer service/call center)
  • 5+ years of prior desktop support experience (windows)
  • Excellent knowledge of Windows 10, the MS Office Suite, VoIP telecommunications, Active Directory, and MS Exchange
  • Excellent Problem Solving skills
  • Excellent Time Management skills
  • Exceptional customer service skills
  • Excellent verbal and written communication skills.
  • Self-managed, motivated and a team-oriented
  • Ability to multi-task in a fast paced, fluid work environment
  • Ability to follow tasks through to their completion with a high degree of accuracy and quality
  • Bachelor’s Degree preferred

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.

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Located in River North overlooking the River! Easily accessible and close to various train and bus stops, including a shuttle from Union Station.

An Insider's view of Echo Global Logistics

How would you describe the company’s work-life balance?

Managers at Echo get to know you by having one on one meetings, so they understand your personal life. Echo is flexible with when you arrive and leave from work, so that it fits with your schedule. Echo understands that life happens, so leaving early isn’t a problem as long as you make it up later. I feel that Echo respects my personal time.


Software Engineer

What projects are you most excited about?

I am most excited around a project designed to transform and re-build our API architecture. This project is not only very beneficial to our clients but also allows members of my team to work on and be exposed to a high visibility design that will have a positive impact on the client experience when integrating with Echo.


Integration Operations TL

How does the company support your career growth?

Echo has a start-up feel but has an infrastructure that supports training, learning, and development, which in-turn allows for growth potential. At Echo you will be challenged in honing your skills in a constantly evolving industry and company. This can allow for each person to set themselves up for overall career growth.


Business Architect

What unique initiatives do you have that encourage innovation?

Echo structures itself into small teams that focus on key initiatives. We spend time planning, executing, and delivering technology to simplify the complex demands of transportation.


Chief Information Officer

What are Echo Global Logistics Perks + Benefits

Echo Global Logistics Benefits Overview

401k with company matching
Medical insurance through Blue Cross/Blue Shield
Health Savings Account (HSA)
Flexible Spending Account
Parental leave
Paid time off
Commuter benefits
Divvy discount code
Employee training programs
Volunteer time off
Casual dress code
Pet insurance
Gym membership discounts
Mobile carrier discounts
Employee assistance program

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
River North Gym is in the building
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Vacation & Time Off Benefits
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Happy Hours
Recreational Clubs
Echo has it's own Softball league in the spring/summer!
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Fast-paced. People-focused. Career-growth-centric. At Echo we work hard and carry the load together, but we also know how to have fun. Walking onto the sales floor of our 225,000-square-foot Chicago headquarters, you can feel the energy created by more than 700 sales representatives hustling to move over 14,000 shipments every day. When the last load is booked, you might find co-workers gearing up for summer softball, talking shop at our weekly “Beer Friday,” or competing in a game of foosball, ping-pong, or pop-a-shot.

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