Summary
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. Essential Duties and Responsibilities include the following: Other duties may be assigned 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 successful and unsuccessful decisions made 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. Education and/or Experience
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, included but not limited to Windows 10/11, Mac OS, 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, Go Anywhere), MDM (Intune). Beneficial skills but not required: exposure to JD Edwards E1, LastPass, Veeam, Kandji and MFA application (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. Experience supporting global offices is a huge 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. UWI owns and operates several bicycle-related subsidiaries. These subsidiaries include: 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//.buzzbicycles.com) Equal Employment Opportunity Statement
United Wheels Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are dedicated to building a workplace where people from all walks of life feel seen, supported, and empowered to do their best work. We welcome applicants from all backgrounds, identities, and experiences, and we encourage you to bring your full, authentic self to work. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected characteristic.
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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. Essential Duties and Responsibilities include the following: Other duties may be assigned 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 successful and unsuccessful decisions made 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. Education and/or Experience
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, included but not limited to Windows 10/11, Mac OS, 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, Go Anywhere), MDM (Intune). Beneficial skills but not required: exposure to JD Edwards E1, LastPass, Veeam, Kandji and MFA application (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. Experience supporting global offices is a huge 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. UWI owns and operates several bicycle-related subsidiaries. These subsidiaries include: 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//.buzzbicycles.com) Equal Employment Opportunity Statement
United Wheels Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are dedicated to building a workplace where people from all walks of life feel seen, supported, and empowered to do their best work. We welcome applicants from all backgrounds, identities, and experiences, and we encourage you to bring your full, authentic self to work. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected characteristic.
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