Sr. Service Desk Shift Lead

Sr. Service Desk Shift Lead Duties and Responsibilities Oversee daily service desk operations, ensuring timely resolution of IT incidents and service requests. Lead and mentor a team of service desk technicians, providing guidance and support to enhance performance. Monitor service levels and ensure adherence to established SLAs and KPIs. Act as the primary escalation point for complex technical issues and critical incidents. Coordinate shift schedules, workload distribution, and coverage to maintain 24/7 operational support. Implement and enforce service desk policies, procedures, and best practices. Collaborate with IT leadership to identify process improvements and enhance service efficiency. Conduct training sessions to develop team members' technical skills and customer service capabilities. Generate reports and analyze service desk performance metrics to drive continuous improvement. Ensure accurate documentation of incidents, service requests, and resolutions in the ticketing system. Facilitate effective communication between the service desk, end users, and other IT teams. Support onboarding of new employees by providing training on IT systems and support processes. Qualifications Bachelor of Science in Information Technology or related field. 2-4 years of experience working as a Service Desk Shift Lead. ITIL certification preferred. Citizenship Status Required: U.S. Citizen Physical Requirements: No Physical requirement needed for this position. Location: Atlanta, Georgia Benefits Convenience/Concierge: Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier. Development: Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive. Financial: Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future. Recognition: Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements. Wellness: Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health. Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. U.S. citizenship may be required for some positions. #J-18808-Ljbffr DMI (Digital Management, Inc.)