Service Desk Lead

Service Desk Team Lead

Location: Thorton CO (Onsite Only)

Type: 6 Month Contract

I client of Insight Global is seeking to fill one Service Desk Team Lead position. This role is a temporary contractor position with work performed exclusively onsite.

Role Descriptions

1. LEADERSHIP & COACHING: Provide technical coaching, mentoring, and performance guidance to Service Desk Analysts. This includes reviewing their customer interactions, providing feedback on process adherence, and assisting with Tier 1 duties as needed to ensure coverage and hands-on training.

2. ADVANCED TROUBLESHOOTING & ESCALATION RESPONSE: Serve as the primary escalation point for Service Desk Analysts. Provide advanced computer troubleshooting, analysis, critical thinking, and problem-solving skills for complex or priority support issues. Review escalated tickets, provide advanced support for Tier 2 Incidents and complex Service Requests, and assist analysts in handling critical Incidents, ensuring rapid resolution within established SLAs (Service Level Agreements) and policies.

3. PROCESS IMPROVEMENT & KNOWLEDGE MANAGEMENT: Identify, document, and advocate for continuous process improvement opportunities across support operations. Develop and maintain clear, up-to-date resolutions and procedural documentation to strengthen Knowledge Management, minimize future escalations, and enhance overall service efficiency. A key focus includes increasing First Call Resolution by empowering Service Desk technicians to resolve Tier 1 and Tier 2 tickets through improved guidance, training, and streamlined workflows that enable issues to be addressed at the earliest point of contact.

4. INCIDENT & REQUEST TRIAGE: Receive, log, handle preliminary communications, and properly route calls and requests for the larger IT team. This includes accurate classification of contacts as either Incidents or Service Requests.

5. CUSTOMER ADVOCACY & SERVICE OWNERSHIP: Own the Customer Service experience and maintain ownership and advocacy for the customer on issues lacking a clear responsible party until successful resolution is received. Ensure that all Incidents and Service Requests are properly closed out with the customer.

6. STAKEHOLDER FACILITATION: Facilitate solutions with customers while interacting with more specialized internal IT support teams and vendors. Accurately document all contacts for troubleshooting, escalation, and reporting purposes. Description of the ideal candidate The ideal candidate will have general experience and knowledge of troubleshooting processes for wide areas of IT (hardware, software, network, account, mobile, etc.). Previous experience managing or leading a team is preferred or at least 3 years of previous Service Desk experience at the Analyst or Tier 2 level. ITIL certification and/or knowledge is a plus, but not required.