What are the responsibilities and job description for the Service Desk Lead position at IDR, Inc.?
IDR is seeking a Service Desk Lead to join one of our top clients for an opportunity in Thornton, Colorado. This role is ideal for individuals with a background in IT support and team leadership within a dynamic, onsite environment. The company operates in the technology or IT services industry, dedicated to providing exceptional technical support and solutions.
Position Overview for the Service Desk Lead:
- Mentoring and guiding Service Desk Analysts, reviewing performance, and providing constructive feedback.
- Supporting Tier 1 tasks when necessary while acting as a primary escalation point for complex issues.
- Applying strong analytical, diagnostic, and problem-solving skills to resolve complex IT incidents.
- Identifying workflow improvements, creating documentation, and enhancing knowledge bases to increase efficiency.
- Ensuring high First Call Resolution rates through effective training and process improvements, maintaining excellent customer service and communication.
Requirements for the Service Desk Lead:
- Ability to mentor and guide Service Desk Analysts, review performance, provide feedback, and support Tier 1 tasks when needed.
- Strong analytical, diagnostic, and problem-solving skills for complex issues; capable of acting as primary escalation point and supporting Tier 2 incidents within SLAs.
- Skill in identifying workflow improvements, creating clear documentation, enhancing knowledge bases, and driving higher First Call Resolution through better training and processes.
- Proficiency in accurately logging, classifying, and routing incidents and service requests.
- Strong customer-service mindset with the ability to own issues end-to-end and ensure proper closure and communication.
What's in it for you?
- Competitive compensation package
- Full Benefits; Medical, Vision, Dental, and more!
- Opportunity to get in with an industry leading organization.
Why IDR?
- 25 Years of Proven Industry Experience in 4 major markets
- Employee Stock Ownership Program
- Dedicated Engagement Manager who is committed to you and your success.
- Medical, Dental, Vision, and Life Insurance
- ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.
Salary : $26 - $29