Service Desk Lead

Job Description

Job Description

Job Title: Service Desk Lead

Introduction

As a Service Desk Lead, you will be responsible for providing technical support and leadership to our service desk team. Your role will involve overseeing daily operations, resolving escalated customer issues, and ensuring high levels of customer satisfaction.

Responsibilities

• Manage and lead a team of service desk technicians, providing guidance and support as needed.
• Handle escalated customer issues and ensure timely resolution to meet service level agreements.
• Monitor ticket queues, prioritize tasks, and allocate resources effectively to meet team and individual goals.
• Develop and maintain service desk processes and procedures to improve efficiency and customer service quality.
• Collaborate with other IT teams to ensure seamless service delivery and resolution of complex technical issues.
• Participate in project planning and implementation, providing technical expertise and support as required.
• Conduct performance evaluations, provide feedback, and identify training needs for team members.
• Stay informed about industry trends, best practices, and emerging technologies to continuously improve service desk operations.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Minimum of 5 years of experience in a service desk or technical support role.
• Demonstrated leadership skills with experience managing a team of technical professionals.
• Strong technical knowledge of IT systems, hardware, software, and networks.
• Excellent communication and interpersonal skills to interact with customers and team members effectively.
• Ability to prioritize tasks, manage time efficiently, and work well under pressure in a fast-paced environment.
• ITIL certification or knowledge of IT service management best practices is a plus.

Benefits

We offer competitive compensation, comprehensive benefits, and opportunities for professional growth and development. Join our team and be part of a dynamic and innovative IT environment that values teamwork and excellence.

Location

Chicago, IL

Employment Type

Full-time

We provide Management Consulting, Information Technology Consulting, and Sourcing Advisory Services.
Our management consulting services focus on our client's most critical issues and opportunities: strategy, marketing, organization, operations, technology, and mergers & acquisitions, across all industries and geographies.

We bring deep, functional expertise, but are known for our holistic perspective: we capture value across boundaries and between the silos of any organization. We have proven a multiplier effect by optimizing the sum of the parts, not just the individual pieces.

In today's dynamic business environment there is a strong need for the organizations to become globally competitive. Enterprise Resource Planning (ERP) has become an important software tool for managing business applications across various industries. Customized ERP solutions that matches the business will definitely maximize the return on investment ROI of Organization. Implementing right ERP helps companies to manage their data.

Company Description

We provide Management Consulting, Information Technology Consulting, and Sourcing Advisory Services.\r\nOur management consulting services focus on our client's most critical issues and opportunities: strategy, marketing, organization, operations, technology, and mergers & acquisitions, across all industries and geographies.\r\n\r\nWe bring deep, functional expertise, but are known for our holistic perspective: we capture value across boundaries and between the silos of any organization. We have proven a multiplier effect by optimizing the sum of the parts, not just the individual pieces.\r\n\r\nIn today's dynamic business environment there is a strong need for the organizations to become globally competitive. Enterprise Resource Planning (ERP) has become an important software tool for managing business applications across various industries. Customized ERP solutions that matches the business will definitely maximize the return on investment ROI of Organization. Implementing right ERP helps companies to manage their data.