Service Desk Lead

Key Responsibilities

• Team Leadership:
  • Lead, mentor, and supervise a team of service desk technicians.
  • Assign and monitor work assignments, ensuring timely resolution of all tickets.
  • Conduct performance reviews and provide feedback to team members.
  • Foster a positive and collaborative team environment.
• Service Desk Operations:
  • Manage the day-to-day operations of the service desk, including incident management, problem resolution, and change management.
  • Monitor service desk performance metrics (e.g., response times, resolution times, customer satisfaction).
  • Analyze service desk trends and identify areas for improvement.
  • Develop and implement strategies to improve service desk efficiency and effectiveness.
• Technical Support:
  • Provide advanced technical support to end-users on a variety of hardware and software issues.
  • Troubleshoot complex technical problems and escalate issues to higher-level support when necessary.
  • Maintain a strong understanding of company IT infrastructure and applications.
• Customer Service:
  • Ensure that all end-users receive prompt, courteous, and professional support.
  • Build and maintain strong relationships with end-users.
  • Proactively identify and address potential service disruptions.
• Process Improvement:
  • Continuously review and improve service desk processes and procedures.
  • Implement new technologies and tools to improve service desk efficiency.
  • Develop and maintain knowledge base articles and other documentation.

Qualifications

• Education: Bachelors degree in Computer Science, Information Systems, or a related field preferred.
• Experience: 5+ years of experience in an IT support role, with at least 2 years of supervisory experience.
• Technical Skills:
  • Strong understanding of Windows and macOS operating systems.
  • Experience with common desktop applications (e.g., Microsoft Office Suite).
  • Familiarity with Active Directory, Exchange, and other common IT infrastructure components.
  • Experience with ticketing systems (e.g., ServiceNow, Jira Service Desk).
• Other Skills:
  • Excellent communication and interpersonal skills.
  • Strong leadership, mentoring, and coaching skills.
  • Ability to work independently and as part of a team.
  • Strong problem-solving and analytical skills.
  • Excellent customer service orientation.
  • Ability to handle stress effectively and prioritize tasks.

Key Responsibilities

• Team Leadership:
  • Lead, mentor, and supervise a team of service desk technicians.
  • Assign and monitor work assignments, ensuring timely resolution of all tickets.
  • Conduct performance reviews and provide feedback to team members.
  • Foster a positive and collaborative team environment.
• Service Desk Operations:
  • Manage the day-to-day operations of the service desk, including incident management, problem resolution, and change management.
  • Monitor service desk performance metrics (e.g., response times, resolution times, customer satisfaction).
  • Analyze service desk trends and identify areas for improvement.
  • Develop and implement strategies to improve service desk efficiency and effectiveness.
• Technical Support:
  • Provide advanced technical support to end-users on a variety of hardware and software issues.
  • Troubleshoot complex technical problems and escalate issues to higher-level support when necessary.
  • Maintain a strong understanding of company IT infrastructure and applications.
• Customer Service:
  • Ensure that all end-users receive prompt, courteous, and professional support.
  • Build and maintain strong relationships with end-users.
  • Proactively identify and address potential service disruptions.
• Process Improvement:
  • Continuously review and improve service desk processes and procedures.
  • Implement new technologies and tools to improve service desk efficiency.
  • Develop and maintain knowledge base articles and other documentation.

Qualifications

• Education: Bachelors degree in Computer Science, Information Systems, or a related field preferred.
• Experience: 5+ years of experience in an IT support role, with at least 2 years of supervisory experience.
• Technical Skills:
  • Strong understanding of Windows and macOS operating systems.
  • Experience with common desktop applications (e.g., Microsoft Office Suite).
  • Familiarity with Active Directory, Exchange, and other common IT infrastructure components.
  • Experience with ticketing systems (e.g., ServiceNow, Jira Service Desk).
• Other Skills:
  • Excellent communication and interpersonal skills.
  • Strong leadership, mentoring, and coaching skills.
  • Ability to work independently and as part of a team.
  • Strong problem-solving and analytical skills.
  • Excellent customer service orientation.
  • Ability to handle stress effectively and prioritize tasks.