IT Service Desk Lead

• Monitor, prioritize, and assign tickets to team members to achieve the most efficient outcome.
• Reviews and manages the ticketing process to ensure agents follow ticket and troubleshooting standards.
• Document resolution activities, including tasks such as end-user communications, interactions with end-users, and ticket closure.
• Assist the team in achieving SLAs through proper ticket interactions and problem prioritization.
• Provide support to the service desk team and customers.
• Support operations using ITIL best practices.
• Participate in team meetings.
• Create support documentation, contribute to knowledgebase articles, and support continual process improvement.
• Act as the service desk team’s first line of support for technical and process issues out of scope for Tier I agents.
• Trains and educates the technical support staff on products and processes.
• Promote and maintain positive customer relations.
• Review and assess team and individual performance and provides recommendations and feedback for improvement.
• Provides onboarding support for new hires and routine team training.
• Reports possible outages to management.
• Provide feedback to streamline Standard Operation procedures.
• Support in-office walk-ups and remote assistance while providing quality customer service.
• Other duties as assigned., 3. * Do you have A+, Net+ or ITIL v3 Foundations certifications?
• Yes
• No

Applicant Documents Required Documents

1. Resume
2. Cover Letter/Letter of Application

Optional Documents

1. Letter of Reference 1
2. Letter of Reference 2
3. Letter of Reference 3

• High School Diploma or GED required.
• Associate’s degree in an IT-related field preferred.
• A+, HDI, ITIL certifications preferred.

Experience

At least three (3) years of experience in a help desk environment is required. Experience supporting a large Enterprise environment preferred.

Knowledge Skills and Abilities

• Committed to continual improvement processes and capturing lessons learned.
• Ability to foster a culture that values transparency and accountability.
• Excellent communicator and can motivate and inspire team members.
• Computer literacy in various applications, including Office 365, Teams, Zoom, Blackboard, etc.
• Ability to identify, troubleshoot, and resolve hardware and software problems.
• Ability to adapt and prioritize work independently in a dynamic environment.
• Must be able to instruct, direct, guise, and share information with technical and non-technical personnel.
• Should be able to identify symptoms for process improvement.
• Ability to work independently with minimal guidance and supervision., 1. * Do you have a high school diploma or GED?
• Yes
• No 2. * Do you have a minimum of two (2) years of experience in information security or a related field?