Service Desk Lead

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.