IT Service Desk Team Lead On-Site, Kansas City

The IT Service Desk Team Lead will oversee the daily operations of the IT Service Desk, ensuring efficient queue management, by ensuring timely resolution of incidents and requests along with providing high-quality support, and continuous improvement in service delivery. This role is responsible for identifying trends in reported issues, driving accountability for ticket volume and resolution times, and maintaining the knowledge base.

How you’ll make an impact

• Monitor and manage the ticket queue and assign tickets to service desk staff to ensure timely response and resolution of incidents and service requests within SLAs.
• Prioritize and assign tickets based on urgency and complexity.
• Work with IT teams to escalate and resolve complex issues.
• Maintain and update the knowledge base articles with accurate documentation.
• Identify gaps in documentation and work with subject matter experts to create new articles.
• Ensure consistency and compliance with knowledge management standards.
• Analyze service desk metrics to identify trends, recurring issues, and areas for improvement.
• Collaborate with Service Desk Manager to implement best practices for incident management and request fulfillment.
• Provide regular reports on ticket volume, resolution times, and common problems.
• Recommend and implement process changes to improve efficiency and customer satisfaction.
• Assist with onboarding and training new Service Desk team members.
• Provide guidance and support to team members on complex issues.
• Work support tickets that are submitted to the IT Service Desk team.
• Lead by example in maintaining a professional and personable manner with our end users at all times.
• Participate in IT projects and initiatives as a representative of the Service Desk.
• Performs other duties as assigned
• Complies with all policies and standards

• Previous management / supervisory experience is required.
• High school diploma or G.E.D. required. Associates Degree (A.A.) or equivalent from two-year college or technical school in Computer Science, Information Technology or other related field; or two years of related experience and/or training; or equivalent combination of education and experience required.
• Minimum 2 years of general Help Desk experience in an enterprise environment required.
• Experience supporting Windows and MacOS desktop operating systems required.
• Experience supporting Microsoft Office required.
• General knowledge of IT software licensing required.
• Working knowledge of laptop/desktop/peripheral hardware required.
• Working knowledge of maintaining hardware inventory levels.
• Working knowledge of ServiceNow ticket system.
• Working knowledge of data extraction from relational DBs.
• Willingness and ability to take on call after hours and on weekends, required.
• Ability to analyze complex requirements and distill them into a workable project plan required.
• Excellent written and verbal communication skills with a focus on providing clear, concise and professional documentation for areas of assigned responsibility.
• Working knowledge of Active Directory preferred.
• Working knowledge of automated software deployment mechanisms preferred
• Must be a U.S. Citizen

• A company committed to our inclusive value through our Employee Resource Groups (https://www.optiv.com/company/impact-report/inclusion-and-belonging)
• Work/life balance
• Professional training resources
• Creative problem-solving and the ability to tackle unique, complex projects
• Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.
• The ability and technology necessary to productively work remotely/from home (where applicable)

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We work alongside clients to manage cyber risk and equip them with perspectives and programs to accelerate business progress.

Our real-world experience, deep vertical expertise and diverse teams enable us to face any challenge with confidence. We put you at the center of our unmatched ecosystem of people, products, partners and programs to design and implement agile solutions. Our adaptive approach continually assesses risk in the context of cyber and broader objectives to secure today’s business and fortify it for the future.

At Optiv, we manage cyber risk so you can secure your full potential.