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IT Service Desk Lead #2187
Remote, Texas · Information TechnologyIT Technical Service Desk Lead
Contract Length: 12-18 months
Location: Remote, TX (Must currently reside in the State of Texas)
Our client is looking for a dynamic, energetic IT Technical Service Desk Lead who welcomes all tasks with a smile and a positive attitude! The ideal consultant will enjoy the challenge of working on multiple projects with minimal supervision and have the ability to successfully use initiative and independent judgment in a face-paced environment.
Required Experience
Duties:
Genius Road, LLC is proud to be a Certified Women’s Business Enterprise, an Equal Opportunity Employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.
Contract Length: 12-18 months
Location: Remote, TX (Must currently reside in the State of Texas)
Our client is looking for a dynamic, energetic IT Technical Service Desk Lead who welcomes all tasks with a smile and a positive attitude! The ideal consultant will enjoy the challenge of working on multiple projects with minimal supervision and have the ability to successfully use initiative and independent judgment in a face-paced environment.
Required Experience
- 8+ years of experience performing complicated tasks in a Help Desk/Service Desk support environment
- Prior experience working in a large enterprise or government entity is preferable
- 6+ years of proven leadership in a help desk / service desk role
- Experience developing processes and training documentation
- Strong experience working with Help Desk software, (e.g. ticketing systems, knowledge bases)
- Ability to guide knowledge transfer within a Service Desk environment
- Ability to interface with all levels of the organization and understanding overall best practices
- Experience gathering and analyzing performance metrics
- Excellent communications skills (verbal and written)
- Effective time management skills
- Passion to provide outstanding customer service
- Sound troubleshooting technical skills with an aptitude for problem solving
- Ability to work independently towards goals
- Highly motivated and flexible
- Excellent work ethic and highly organized
Duties:
- Evaluate bugs, failures, hardware, and systemic problems and document necessary steps for resolution
- Participate in implementing new programs into the Service Desk
- Install applications, hardware, parts, and/or equipment
- Perform support analysis including: troubleshooting, diagnosis and repairing products
- Communicate ongoing problems and fixes internally and with customer
- Ensure resolution of incidents per department guidelines and service level agreements
- Consider site-specific information like hardware, operating systems, and user requirements to appropriately resolve problems
- Report on product and service problems and guide customers on product features, product selection, configuration and implementation
- Propose updates to process and procedures to ensure future efficiency in ticket/call volume completion
- Assign work to other team members and monitor for quality and completeness
- Enforce guidelines, procedures, and policies with staff
Genius Road, LLC is proud to be a Certified Women’s Business Enterprise, an Equal Opportunity Employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.