Service Desk Lead

Service Desk – Service Desk Team Lead

The Service Desk Lead is responsible for managing the day to day operations of the Service Desk. is the first point of contact for any IT related Incidents or Service Requests.  Their responsibilities include ensuring customer requirements are met in terms of communication, resource allocation, prioritizing, escalating, providing metrics and resolving incidents and requests. They oversee the day-to-day effectiveness of the service ensuring targets are met. They act as a escalation point not only for the service desk team but for client staff as well.

Skills

• Experience in leading a team of Service Desk Analysts. Provide Quality Assurance and reporting.
• Experience managing scheduling and coverage requirements across multiple time zones.
• ITSM – Experience using an ITSM tooling such as ServiceNow and be familiar with ITIL Framework.
• Technical Support: Have good knowledge of Windows technology stack, to be able to provide over the phone or email support, performing remote troubleshooting through diagnostic techniques and pertinent questions. Act as a escalation point for members of the team.  Some MAC OS knowledge would be beneficial.
• Mobile Device Support- Have sound knowledge of Android and iOS Phones and tablets.
• AV – Solid understanding of AV systems, troubleshooting
• Problem-Solving: Service Desk personnel guide customers through the problem-solving process and, if necessary, direct unresolved issues to the next level of support personnel.
• Communication: They ensure that information is communicated to users through the appropriate channels and provide accurate information on IT products or services.
• Record Keeping: The team records events, problems, and their resolutions in logs, updating customer status and information.
• Leadership – Act as an escalation point for junior members of the team and provide development to the team.