Service Desk Lead

1. Service Desk Operations Management

• Lead and coordinate daily activities of Level 1 and Level 2 support teams.
• Monitor ticket queues, SLAs, response times, and ensure timely resolutions.
• Balance workload distribution and assign tasks based on priority and skill level.
• Ensure proper documentation, categorization, and closure of incidents, service requests and task.

2. Escalation & Technical Leadership

• Serve as the primary escalation point for complex or high-impact issues.
• Troubleshoot advanced problems related to banking apps, network connectivity, desktops, and security tools.
• Collaborate with infrastructure, cybersecurity, and application teams for escalated issues.

3. Banking Application & Branch Support

• Provide support for core banking systems e.g. FIS, Fiserv etc.
• Assist with branch-related issues involving teller platforms, loan systems, check processing, ATM connectivity, Printers, Scanners and card services.
• Support critical banking processes such as end-of-day batch runs, transaction failures, and access workflows.

4. Compliance, Governance & Security

• Ensure team compliance with U.S. banking regulations (FDIC, OCC, FFIEC cybersecurity guidelines).
• Enforce identity access management policies (password resets, MFA, privileged access requests).
• Report unusual system activity and potential security threats.
• Maintain audit-ready documentation and assist during technology audits.

5. Team Leadership & Development

• Train, mentor, and coach service desk analysts.
• Conduct performance evaluations and provide ongoing feedback.
• Lead daily standups, weekly reviews, and monthly service performance meetings.
• Drive a culture of customer service excellence and regulatory discipline.

6. Process & Continuous Improvement

• Improve workflows based on ITIL best practices (Incident, Request, Problem Management).
• Review and refine knowledge base articles, SOPs, and incident documentation.
• Recommend technology upgrades, automation opportunities, and service improvements.
• Track KPIs (FCR, SLA attainment, CSAT, backlog health) and report to management.

We also want you to have knowledge on:

• Ticket Management
• Customer Satisfaction
• First Call Resolution
• Create SOP and Knowledge Base articles for top call generators.

• Bachelor's degree in Information Technology, Computer Science, or related field (preferred).
• 4-6 years of IT service desk or technical support experience, including 1-2 years in a leadership role.
• Experience supporting financial institutions or U.S. banking systems strongly preferred.
• Strong understanding of:
• ITIL framework
• Windows OS & Microsoft 365
• Active Directory / Azure AD
• VPN, MFA, and secure remote access
• Ticketing systems (ServiceNow, Remedy, Freshservice, etc.)
• Strong analytical, leadership, and communication skills.
• Ability to manage incident escalations under time-sensitive and regulatory-bound environments.

Preferred Certifications:

• ITIL Foundation (v3 or v4)
• CompTIA A+ / Network+ / Security+
• Microsoft Certifications (M365, Azure)
• HDI Team Lead or Support Center Analyst (SCA)

Key Competencies:

• Leadership and team management
• Strong customer service orientation
• Problem-solving and analytical thinking
• Compliance awareness in banking environments
• Ability to work under pressure
• Process improvement mindset

4.34.3 out of 5 stars Plymouth, MA 02360 $30 - $34 an hour - Contract