Service Desk Lead

Technical Recruiter at SNI Technology ,

Base pay range

$25.00/hr - $26.00/hr

Job Summary: We are looking for a Service Desk Lead to oversee a team of Service Desk Analysts, ensuring timely and effective IT support across the organization. This role combines team leadership, advanced technical support, and process improvement to deliver a high-quality customer experience.

Responsibilities:

• Lead, coach, and mentor Service Desk Analysts, providing guidance on technical issues, customer interactions, and process adherence.
• Act as the primary escalation point for complex IT incidents and service requests, providing Tier 2 support as needed.
• Identify opportunities for process improvement and maintain clear, up-to-date documentation to enhance knowledge management and first-call resolution.
• Triage incoming calls and requests, ensuring proper classification and routing.
• Advocate for customers, maintaining ownership of issues until they are resolved and confirmed closed.
• Collaborate with internal IT teams and vendors to resolve issues and accurately document all interactions.

Qualifications:

• Experience troubleshooting IT issues across hardware, software, network, account, and mobile platforms.
• Minimum of 3 years of experience in a Service Desk Analyst or Tier 2 role; leadership or team management experience preferred.
• Familiarity with ITIL processes is a plus but not required.
• Strong problem-solving, communication, and customer service skills.

Why Join Us:

• Opportunity to lead a skilled IT team and make a tangible impact on service delivery.
• Supportive environment focused on professional growth and process improvement.

Seniority level

Associate

Employment type

Contract

Job function

Information Technology

Industries

Primary and Secondary Education

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