What are the responsibilities and job description for the Service Desk Lead position at Link Technologies?
Job Details
- JOB-7260
- Service Desk Lead
- Thornton, CO
- Contract
- Link Technologies (LinkTechConsulting.com), a Las Vegas-based IT consulting firm, is currently seeking a Service Desk Lead to join our team.
JOB SUMMARY
This position manages the day-to-day activities of the service desk team ensuring end-users receive reliable and high-quality technical support. Serving as a critical link between IT personnel and business units, this role provides leadership, guidance, and coordination to resolve issues promptly and maintain consistent service standards.
QUALIFICATIONS- Associate's or bachelor's degree in information technology, computer science, or a related discipline, or an equivalent combination of education and professional experience.
- Minimum three (3) years of experience in an IT support or service desk setting, with at least one (1) year in a supervisory or leadership capacity.
- Solid understanding of Windows, macOS, Chrome OS, basic networking concepts, and hardware diagnostics.
- Strong communication, analytical, and customer service skills.
- Proficient in using IT Service Management (ITSM) platforms such as ServiceNow, HaloITSM, Zendesk, or similar tools.
- ITIL Foundation certification.
- Working knowledge of Active Directory, Google Workspace, mobile device management (MDM) solutions, and enterprise-level security practices.
- Lead and mentor the IT Service Desk team to ensure excellent customer service and technical support.
- Monitor and manage the ticketing system to ensure timely and accurate resolution of incidents and service requests.
- Act as an escalation point for complex or high-impact issues and ensure appropriate follow-up and communication.
- Collaborate with IT leadership to develop and implement service desk procedures, knowledge base articles, and performance metrics.
- Coordinate coverage schedules and manage daily workload distribution.
- Conduct regular performance reviews and training sessions for service desk staff.
- Analyze service desk trends and report findings to drive continuous improvement efforts.
- Ensure compliance with IT policies, procedures, and service level agreements (SLAs).
- Assist in onboarding and offboarding procedures for users, including account creation, hardware setup, and software installation.
Link Technologies is an equal opportunity employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, gender identity/expression, sexual orientation, national origin, protected veteran status, disability, or any other factors protected by law.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Salary : $33 - $37
