IT Service Desk Lead

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Employee Value Proposition

Critical to the needs of our IT Department, the IT Service Desk Lead will be responsible for leading IT Service Desk operations. The IT Service Desk Lead is responsible for planning, assigning, and directing work to the service desk team while ensuring service level agreements, operational level agreements, and key performance indicators are being met. This is a working role as the Service Desk lead will be answering calls, and emails, addressing service or escalation issues, and applying independent decision-making to resolve issues or escalate problems to management. In return, the company will offer a competitive market-based salary and comprehensive health insurance benefits. We are committed to professional development and growing our business. We are looking for a professional with a growth mindset who desires a progressive career move for a long-term period.

Core Responsibilities

• Oversee all daily incoming service desk incidents, tasks, and requests, ensuring they get assigned and completed within SLA.
• Support the service desk by assigning, owning, and resolving incidents, tasks, and requests.
• Onboard and train new service desk employees, as well as perform training with existing employees as needed.
• Act as the Sr technical resource and escalation point to the Service Desk team.
• Analyze monthly IT incident reports to identify trends and find solutions to prevent them.
• Drive continuous improvement of the Service Catalog and internal knowledge base.
• Audit internal Service Desk procedures to ensure they are being followed and kept up to date and in line with security and compliance requirements.
• Develop and communicate necessary policies, procedures, standards, and processes that promote productivity and effective resource utilization.
• Follow up on incidents and escalations with customers as needed to ensure customer satisfaction.
• Maintain an accurate register of assets and support the lifecycle management of phones, computers, and tablets.

Qualifications

• Bachelor's degree, or equivalent relevant work experience (Service Desk background).
• 5+ years of experience including customer support and Service Desk.
• 3+ years of experience in a senior service Desk role.
• Proven experience with incident, knowledge, and request management processes.
• Understanding of SLAs, OLA's, and KPIs and how they are applied to operate and supervise a service desk.
• IT Asset and lifecycle management knowledge and understanding.

Skills

• Excellent customer service, communication, and interpersonal skills.
• Ability to work on several problems simultaneously.
• Ability to work with a broad range of experience levels.
• Strong documentation and organization skills.
• Strong attention to detail.
• Ability to organize staff and supervise workload for maximum efficiency.

Specialized Knowledge Certificates & Licenses

• CompTia, SDI, HDI, Microsoft, and ITIL V4 certifications considered.

Software & Technology

• MS Office 365, Active Directory, Azure, Entra, PowerBi, MS Teams, ServiceNow, TeamViewer, Citrix, Intune, PDQ, and Sophos experience preferred.