Service Desk Lead chez Cloud5 Communications

Description

Department: MSP
Reports To: Manager, Service Desk

Location: St. Louis, MO

Employment Type: Full-time

FLSA Status:  Exempt

About the Company

Cloud5 Communications delivers exceptional customer experiences through innovative cloud-based telephony solutions, high-speed internet, and contact center services for the hospitality industry. We combine cutting-edge technology with hospitality expertise to help the world's leading brands deliver outstanding guest experiences.

Position Summary

The Service Desk Lead will be responsible for overseeing the day-to-day operations of the service desk, providing advanced technical support, and serving as an escalation point for complex incidents and service requests. This role combines technical expertise with leadership responsibilities to ensure efficient issue resolution, consistent service delivery, and high levels of customer satisfaction.

What You’ll Do (Essential Responsibilities)

• Handle complex incidents and requests, escalation point and guidance to other T1/T2 techs. Troubleshoot hardware, software, and network issues
• Lead and mentor the service desk team, conduct training, provide feedback, and contribute to a positive team environment.  
• Develop and implement strategies, best practices, and procedures to enhance service delivery, user satisfaction, and efficiency.
• Manage the entire lifecycle of incidents and requests, ensuring timely and accurate record-keeping in the ITSM tool.
• Create and maintain support documentation, knowledge base articles, and standard operating procedures (SOPs).   

Other Duties

We expect this role to evolve. Other responsibilities may be assigned based on business needs.

Qualifications

What You’ll Bring (Required Qualifications)

• 7+ years of experience in a technical support or service desk role, with 3+ years’ experience in a senior or lead capacity. 
• Understanding of IT best practices and frameworks, such as ITIL. ITLT Certification preferred.
• Strong knowledge of operating systems, software, hardware, and networking basics. Experience with ITSM and ticketing systems is essential
• Advanced analytical and critical thinking skills to diagnose and resolve complex issues   
• Proven ability to lead, mentor, and collaborate with team members.    
• Strong time management skills to prioritize tasks and manage a fluctuating workload

Compensation & Benefits

• Benefits include medical, dental, vision, 401(k), flexible PTO, parental leave, and more

Cloud5 Communications is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We will never request a fee or payment from candidates. Please do not provide any personal or financial information to anyone you suspect of recruitment fraud.

How to Identify Recruitment Fraud:

To Apply

Submit your resume and cover letter. We look forward to meeting you!