IT Service Desk Lead na None

The IT Service Desk Lead serves as the point of contact for a team of IT Service Desk technicians and will support them with technical issues and provide training on tools and customer service. This role works closely with the Service Desk Manager to ensure the organization’s information technology objectives are met.

Job Duties and Responsibilities (Essential Job Functions)

Common job activities are listed below; actual position responsibilities may vary. Refer to your manager or human resources for specific duties and performance expectations.

1.  Lead Service Desk activities and resources. (30-35%)

• Work with team members to ensure successful maintenance and improvement of information technology systems.
• Develop, evaluate, motivate team members for the successful performance of the team and achievement of company objectives.
• Participate in department activities and serve as escalation point for complex issues.
• Escalate performance or personnel issues to Service Desk manager.
• Ensure proper scheduling within the team.

2.  Act as a project coordinator.  Develop, plan, direct and implement projects to achieve business goals relative to profitability, cost control, and organizational effectiveness  (20-25%)

3.  Assist with phone queues, emails, and tickets during surge volume to ensure courteous, timely and effective resolution of end-user issues. (15-20%)

4.  Recommend, establish and implement information systems-related policies, procedures and standards.  (5-10%)

5.  Act as a backup to the Service Desk Manager. (5-10%)

6.  Perform any additional responsibilities as requested or assigned. (10-15%)

Performance Expectations

• Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management.
• Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism.
• Establish and maintain positive and productive work relationships with all staff, customers and business partners.
• Demonstrate the behavioral and technical competencies necessary to effectively complete job responsibilities. Take personal initiative for technical and professional development.
• Follow the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities.

Qualifications

Education:

• 2-year degree in information systems, computer science or related field; or equivalent work experience and knowledge.

Experience:

• 2+ years related technical or help desk experience
• 2+ years of prior customer service experience – can be in combination with the 2+ years technical or help desk experience.

Knowledge and Skills:

• Proficient technical knowledge or desktop applications, including MS Office applications, and basic knowledge of networks, operating systems, and communications equipment
• Excellent customer service skills
• Effective oral and written communications skills
• Effective analytical, research, and problem-solving skills
• Ability to prioritize and handle multiple tasks and projects concurrently.
• Able to work independently; resourceful and action-oriented
• Ability to motivate others.

Other (licenses, certifications, schedule flexibility/OT, travel, etc.):

• Ability to work a flexible schedule to include, evenings, weekends and holidays.

Wage:   $31.25 - $36.06 hourly; actual wage is based upon education and experience.

Benefits:   Full suite of benefits including Medical, Health Savings Account, Dental, Vision, Life Insurance, Paid Vacation (PTO), 401(k) with employer match, Flexible Spending Account, and Employee Assistance Program (EAP)

Equal Opportunity Employer