Overview
Summary
The Service Desk Lead is responsible for overseeing the Service Desk function and ensuring end users receive exceptional support. Key responsibilities include managing the intake, prioritization, documentation, and resolution of help requests while escalating incidents as needed to uphold SLA commitments. This role requires leveraging diagnostic tools and helpdesk request tracking systems, as well as providing in-person, hands-on support at the desktop level to resolve issues efficiently. Responsibilities
Develop and reinforce Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes. Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues. Prioritize incidents and service requests according to defined processes to meet defined SLAs. Escalate incidents with accurate documentation to suitable IT team when required. Record, track, and document the service desk incident-solving process, including all decisions and actions taken, through to final resolution. Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined. Deploy pre-packaged software using distribution tools and processes as requested by end users. Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Train, coach and mentor Service Desk Technicians and other junior staff. Engage in Change Control meetings as required. Qualifications
A passion for cycling and the outdoors! Associates degree in an Information Technology discipline or related field of study or equivalent experience. Relevant IT certifications (CompTIA A+, Network+, or similar) preferred. Proficient understanding of computer hardware and software. Experience with Windows and macOS operating systems. Familiarity with Microsoft Office Suite and cloud-based productivity tools. Experience with desktop and server operating systems, including but not limited to Windows 10/11, macOS, Windows Server 2016/2022. Extensive application support experience to include O365, MS Teams, MS Office Suite, Windows Active Directory, Azure as well as SharePoint. Working knowledge of a range of diagnostic utilities: service desk (Zendesk, ConnectWise), RMM (Ninja, GoAnywhere), MDM (Intune). Beneficial skills but not required: exposure to JD Edwards E1, LastPass, Veeam, Kandji and MFA applications (Duo, MS Authenticator, Yubikey). Familiarity with the fundamental principles of ITIL Service Management. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning. Strong documentation skills. Experience supporting global offices is a plus. Personal Attributes
Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly. Ability to present ideas in user-friendly manner and language. Highly self-motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. Overview Of The Company
United Wheels Inc. (“UWI”) is an international, privately held business, with affiliated companies and operations in Asia, the Americas and around the world. UWI is a world leader in the design, manufacture and international distribution of bicycles, e-bikes, and rideable toys, manufacturing more than 6 million bicycles and e-Bikes each year. We make fun. Subsidiaries
Huffy Corp. (https://www.huffybikes.com/), the iconic bicycling company based in Dayton, Ohio, with more than 125 years of bicycling history. Buzz Bicycles (https://www.buzzbicycles.com) Batch Outdoors Inc. (https://www.batchbicycles.com/) Niner Brands International Inc. (https://ninerbikes.com/)
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Summary
The Service Desk Lead is responsible for overseeing the Service Desk function and ensuring end users receive exceptional support. Key responsibilities include managing the intake, prioritization, documentation, and resolution of help requests while escalating incidents as needed to uphold SLA commitments. This role requires leveraging diagnostic tools and helpdesk request tracking systems, as well as providing in-person, hands-on support at the desktop level to resolve issues efficiently. Responsibilities
Develop and reinforce Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes. Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues. Prioritize incidents and service requests according to defined processes to meet defined SLAs. Escalate incidents with accurate documentation to suitable IT team when required. Record, track, and document the service desk incident-solving process, including all decisions and actions taken, through to final resolution. Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined. Deploy pre-packaged software using distribution tools and processes as requested by end users. Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Train, coach and mentor Service Desk Technicians and other junior staff. Engage in Change Control meetings as required. Qualifications
A passion for cycling and the outdoors! Associates degree in an Information Technology discipline or related field of study or equivalent experience. Relevant IT certifications (CompTIA A+, Network+, or similar) preferred. Proficient understanding of computer hardware and software. Experience with Windows and macOS operating systems. Familiarity with Microsoft Office Suite and cloud-based productivity tools. Experience with desktop and server operating systems, including but not limited to Windows 10/11, macOS, Windows Server 2016/2022. Extensive application support experience to include O365, MS Teams, MS Office Suite, Windows Active Directory, Azure as well as SharePoint. Working knowledge of a range of diagnostic utilities: service desk (Zendesk, ConnectWise), RMM (Ninja, GoAnywhere), MDM (Intune). Beneficial skills but not required: exposure to JD Edwards E1, LastPass, Veeam, Kandji and MFA applications (Duo, MS Authenticator, Yubikey). Familiarity with the fundamental principles of ITIL Service Management. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning. Strong documentation skills. Experience supporting global offices is a plus. Personal Attributes
Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly. Ability to present ideas in user-friendly manner and language. Highly self-motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. Overview Of The Company
United Wheels Inc. (“UWI”) is an international, privately held business, with affiliated companies and operations in Asia, the Americas and around the world. UWI is a world leader in the design, manufacture and international distribution of bicycles, e-bikes, and rideable toys, manufacturing more than 6 million bicycles and e-Bikes each year. We make fun. Subsidiaries
Huffy Corp. (https://www.huffybikes.com/), the iconic bicycling company based in Dayton, Ohio, with more than 125 years of bicycling history. Buzz Bicycles (https://www.buzzbicycles.com) Batch Outdoors Inc. (https://www.batchbicycles.com/) Niner Brands International Inc. (https://ninerbikes.com/)
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