Service Desk Lead

4 weeks ago

Milwaukee, United States Codeworks L.L.C Full time

Job Description

Job Description

Codeworks is an IT Services firm in SE Wisconsin, known for our strong commitment to quality and for our direct client relationships.

Who We’re Looking For...

A Service Desk Lead for a direct hire role with our local sought-after client here in Milwaukee, WI. This role requires onsite at the Milwaukee or Waukesha office.

Job Description:

The Position

Our client is seeking a Service Desk Lead who is responsible for leading and managing the service desk team, ensuring the delivery of exceptional customer service and technical support. This role involves supervising the day-to-day operations, providing guidance and mentorship to team members, resolving complex issues, and collaborating with cross-functional teams to enhance service quality and efficiency. This position will be based in our Milwaukee or Waukesha office and will occasionally require travel to one or more of our offices for the purposes of important in-person work. Travel may be required less than 25% of the time but may vary depending on the project and home location relative to our offices. The role is primarily scheduled weekdays during first-shift hours; however, some projects and initiatives will require the flexibility to occasionally work on weekends or during second-shift hours. What You'll Be Doing

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as the position and department evolve. Incumbent must be able to perform all essential functions with or without a reasonable accommodation.

Lead, motivate, and mentor the service desk team to achieve high performance and productivity. Foster a positive and collaborative team culture, promoting knowledge sharing, continuous learning, and a customer-centric mindset. Provide guidance and support to team members, including training on service desk processes, procedures, and technologies. Conduct regular team meetings to communicate updates, share best practices, and provide feedback on performance. Supervise the day-to-day operations of the service desk, including managing ticket queues, monitoring response times, and ensuring a high level of service to internal customers. Prioritize, assign, and monitor resolution of tickets, ensuring timely and effective response to customer inquiries. Proactively analyze incident trends and customer feedback to identify areas for process improvements and service enhancement. Collaborate with cross-functional teams to resolve escalated or critical incidents. Ensure high levels of customer satisfaction through prompt, professional, and efficient service desk support. Handle and resolve high-priority incidents, working closely with team members to find solutions and ensure timely and effective resolution. Develop and maintain service desk performance metrics, reports, and key performance indicators (KPIs). Generate regular reports on service desk performance, team productivity, and customer satisfaction metrics. Deliver precise, data-driven insights to guide leadership in making informed decisions. Job Requirements:

Bring Your Best

The requirements listed are representative of the knowledge, skills, and/or abilities required to satisfactorily perform the essential functions of this position. They will always consider candidates with an equivalent combination of relevant experience and education.

Bachelor’s degree in Business Administration, Computer Science, Information Systems or related fields, or an equivalent combination of education and work experience. Experience leading and managing a service desk team. Strong technical knowledge and demonstrated experience troubleshooting hardware, software, and network issues. Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders. Strong problem-solving abilities and a customer-centric approach. Proficiency in IT service management and incident tracking tools. Ability to prioritize and manage multiple tasks and projects in a fast-paced environment Knowledge of trends in technology relating to software applications. ITIL 4 Foundations Certified Upbeat and positive attitude with a strong "client first" mindset and well-developed customer service skills. We are looking for someone that is happy and likes to smile. Local candidates in Waukesha, Milwaukee, or the surrounding area will be given priority. If you feel that you meet the qualifications listed above and are open to working hybrid model, please forward your resume in Word format to

kristy.harmann@codeworks -inc.com.

About CODEWORKS:

Headquartered in Milwaukee, WI with an office in Madison, WI—Codeworks has over 23+ years of experience serving Fortune 1000 companies in Wisconsin as well as our client's national locations. Our recruiting team is extremely good at evaluating, advising, and connecting IT professionals with new opportunities that will satisfy their expectations both in salary and opportunity for growth.

For more information, please visit our website at: www.codeworks-inc.com.

For priority career/job posting updates, please follow us on Twitter: @CodeworksIT

At Codeworks, we're committed to diversity, equity, and inclusion in our workforce and beyond. We believe in equal opportunities and value the unique perspectives that every individual brings to our team. Join us in creating an inclusive, innovative, and collaborative workplace where your talents can thrive.

#LI-KH #J-18808-Ljbffr

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