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Information Technology Service Desk Team Lead

1 month ago

Crockett, United States Addison Group Full time

Position: IT Service Desk Lead



Interested in this role You can find all the relevant information in the description below.

Location: Fully in Office (77054)

Experience Requirements:

  • Experience with goal management and setting task assignments
  • Experience building and maintaining ITSM solutions (Service Now)
  • Experience managing Microsoft products such as MS365 suite of solutions including O365
  • Experience managing Adobe suite of products

Position Description:

  • Ensure all service desk requests and incidents are resolved in a timely and efficient manner
  • Execute an IT Service Delivery Strategy that aligned with the organizational goals and long-term business objectives
  • Be apart of establishing and leading Service Level Agreements (SLAs) and metrics to measure service desk performance, including response time, resolutions time, and customer satisfaction
  • Maintains the IT service management practices based on Industry frameworks such as ITIL and ITSM
  • Manages incident, problem, change, and release management processes to result in timely resolution and minimal disruption to business operations
  • Collaborate with other IT functional areas and to facilitate the resolution of complex technical issues and ensure alignment with organizational goals and objectives
  • Provide direct support for VIP users such as the CEO, President, GM, etc.

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