Service Desk Lead

Wright Technical Services

Service Desk Lead

Cleveland, OH

Full Time

Paid

Responsibilities
Title: Service Desk Lead
Job Type: Contract-to-Hire
Location: Mayfield Heights, OH (on-site)
Job Summary
Wright Technical Services is proud to represent a global materials company for this role. The Service Desk Lead will oversee technicians with the performance of their job duties, respond to customer inquiries, and assist with resolving issues and complaints. This position will implement procedures to create and maintain an efficient, managed technical environment that provides high-quality services and proactively anticipates and addresses issues. This service-oriented position requires excellent customer service and a breadth of technical skills.
Education and Experience Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or related degree is highly preferred. Extensive and proven technical on-the-job experience and practical knowledge could replace academic experience.
- Minimum three years of service desk experience required.
- Minimum of three years’ experience in Windows PC and server environment required.
- Technical knowledge of current standard applications and network operations including but not limited to:
- Knowledge of ITIL and ITSM using ServiceNow, ShareWell, or similar
- Practical operating knowledge of Ethernet and WAN technology required.
- Familiarity with M365 Cloud – Azure or GovCloud
- Must be an excellent communicator with management, end users and other technicians. Must be skilled in creating and modifying documentation.
- Must demonstrate superior customer service skills, be self-motivated and well organized.
- On-Call rotating schedule for escalations
- Experience leading, mentoring, and training service desk employees
- U.S. Citizen is Required
- Driver’s license in good standing
Qualifications
- Experience using ITIL
- Excellent time management, supervisory and organization skills.
- Excellent verbal and written communication skills
- Extensive knowledge of customer service procedures and principles
- Organized with attention to detail
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor
- Ability to coach and mentor Service Desk Technicians
- Proficient in Office 365
- Experience using and managing an IT ticketing system.
- Experience administrating a system.
Description and Responsibilities
- Able to resolve all level 1, 2 and 3 problems.
- Assist service desk technicians with managing their tickets queue and assist with complex issues. Ensure they complete tickets meeting SLAs and following documented ITIL policies and procedures.
- Monitor and review calls and tickets between customers and technicians to ensure follow ups are happening and they are end user friendly.
- Works with other teams in IT and system administrations to resolve issues.
- Ensure technicians are informed about changes to Information Technology services, procedures, and policies. Complete training on new and existing processes with all technicians.
- Prepares, review, approve knowledge-based documents based on documented process
- Identifies opportunities to update or improve customer service procedures and makes recommendations to the IT Service Desk Manager
- Identifies opportunities to update or improve Service Desk Technicians operating procedures and makes recommendations to the IT Service Desk Manager
- Be first escalation point after technician for a customer
- Travel may be required to other facilities (<20%)
- Assist with administering ITSM system
Eligibility: US Citizenship is required for this role
Wright Technical Services and our client are Equal Opportunity Employers. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.