Service Desk Lead

Job Summary

Responsible for achieving high quality Service Desk operations, resulting in great customer satisfaction. Oversees all of the processes comprising of day-to-day operations of the Service Desk and provides guidance to management in order to facilitate appropriate action relative to issues such as ticket escalation, service desk employee workflow and systems outage management. Proactively prepares for and manages peak volumes while coordinating temporary/emergency assistance from other department personnel. Works with upper management to improve customer service standards on the Service Desk through evolution of procedures, training and benchmarking/research.

Key Responsibilities

• Manage, lead and develop a team of technical IT professionals.
• Manage and prioritize tasks and projects to ensure deadlines are met and resources are allocated effectively.
• Oversee all processes and work related to Service Desk operations and staff.
• Provide regular reports to management.
• Provide ongoing training and upskilling in technology, procedures and service quality standards to Service Desk Technicians.
• Document, track and monitor problems arising across all IT systems and services in the County.
• Analyze data for root cause analysis and collaborate with management on developing solutions related to categories showing year-to-date and year-to-year high percentages of overall trouble ticket volume.
• Monitor ticket volume and ticket data to pick-up on potential system outages or severe system downtime on key IT infrastructure assets. Ensure that appropriate subject matter experts are being consulted during the troubleshooting process and issues are appropriately escalated to management.
• Ensure that customers receive updates on service issues through a variety of means.
• Coordinate the creation and delivery of appropriate messaging regarding system outages in a timely manner in collaboration with management.
• Track and coordinate the aging of open tickets in the system.
• Prioritize and evaluate tickets in the system and escalate as needed.
• Other duties as required.

Qualifications

• Associate Degree in technology-related field preferred
• Minimum of 2 years of service desk experience in a leadership role preferred

Knowledge Skills & Abilities

• Excellent customer service skills
• Advanced computer troubleshooting, analysis, critical thinking and problem solving skills
• Excellent written and verbal communication skills
• Demonstrated ability to lead people and shape a positive work culture
• Ability to manage multiple tasks with frequent interruptions
• Ability to keep up-to-date technically and apply new knowledge
• Adapting to and mastering new system applications and processes
• Demonstrates excellent leadership skills, time management, setting priorities and execution of tasks
• Experience with desktop environments including hardware and software
• Experience with end-user support and training
• Ability to lift equipment up to 20 pounds

Required Technical Skills:

• Knowledge of Windows 11 and Office 365 products
• Extensive experience working with a service desk ticketing system
• Experience with Microsoft Active Directory
• Networking experience including a demonstrated understanding of VPN, LAN, WAN and wireless
• Understanding protocols and services including IPv4, TCP/IP, DNS, and DHCP
• Knowledge of VoIP phone systems