Service Desk Lead

Technical Recruiter at SNI Technology View phone number on click.appcast.io, View email address on click.appcast.io Base pay range $25.00/hr - $26.00/hr Job Summary: We are looking for a Service Desk Lead to oversee a team of Service Desk Analysts, ensuring timely and effective IT support across the organization. This role combines team leadership, advanced technical support, and process improvement to deliver a high-quality customer experience. Responsibilities: Lead, coach, and mentor Service Desk Analysts, providing guidance on technical issues, customer interactions, and process adherence. Act as the primary escalation point for complex IT incidents and service requests, providing Tier 2 support as needed. Identify opportunities for process improvement and maintain clear, up-to-date documentation to enhance knowledge management and first-call resolution. Triage incoming calls and requests, ensuring proper classification and routing. Advocate for customers, maintaining ownership of issues until they are resolved and confirmed closed. Collaborate with internal IT teams and vendors to resolve issues and accurately document all interactions. Qualifications: Experience troubleshooting IT issues across hardware, software, network, account, and mobile platforms. Minimum of 3 years of experience in a Service Desk Analyst or Tier 2 role; leadership or team management experience preferred. Familiarity with ITIL processes is a plus but not required. Strong problem-solving, communication, and customer service skills. Why Join Us: Opportunity to lead a skilled IT team and make a tangible impact on service delivery. Supportive environment focused on professional growth and process improvement. Seniority level Associate Employment type Contract Job function Information Technology Industries Primary and Secondary Education #J-18808-Ljbffr