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Service Desk Lead

2 months ago

Herndon, Virginia, United States Insight Global Full time
Job Title: Service Desk Lead

The ideal candidate for this role will possess a deep understanding of business requirements and have experience working with cross-functional teams. They will be responsible for overseeing the Service Desk, ensuring that all tickets and requests are handled within Service Level Agreements (SLAs). The successful candidate will have advanced skills in Contract Center product and experience with Genesys Cloud CX and Genesys PureConnect.

Key Responsibilities:
  • Oversee the Service Desk and ensure that all tickets and requests are handled within SLAs.
  • Work with the PM and Lead Architect on the CCaaS transition.
  • Filter escalated issues before sending to engineers.
  • Ensure that all tickets and requests are handled within SLAs.
  • Have a broad knowledge of networking, Windows and Linux Desktops, and Cloud-based solutions.
  • Have experience with MS TEAMS and ServiceNow.
  • Author Root Cause Analysis reports as a follow-up to major P1 or P2 events/incidents.
  • Lead and motivate a team.
  • Provide a high level of customer service.
Requirements:
  • Bachelor's Degree and 10 years of relevant UC and Contact Center work experience.
  • Prior experience with Genesys Cloud CX and Genesys PureConnect.
  • ServiceNow experience on Ticket and Incident Management.
  • Broad knowledge of networking, Windows and Linux Desktops, and Cloud-based solutions.
  • Strong knowledge of Cloud-based solutions.
  • Experience with MS TEAMS.
  • Experience producing Monthly Operational Reviews and Quarterly Business Reviews.
  • Operational knowledge across Service Level Objectives (SLOs) and Service Level Agreements (SLAs).
Benefits:

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching.

Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.