Service Desk Lead

4 weeks ago


Durham, North Carolina, United States LCG Full time
Job Description

We are seeking a highly skilled Service Desk Lead to oversee the IT support services at NIEHS, supporting approximately 1,800 staff members. This position will be responsible for managing a range of support services, ensuring efficient resolution of tickets and maintaining user satisfaction across a diverse IT environment.

Key Responsibilities:
  • Oversee daily service desk operations, ensuring timely response and resolution of IT incidents and service requests.
  • Assign and categorize tickets based on urgency and impact, ensuring efficient prioritization and timely resolution.
  • Manage ticket queue and ensure adherence to defined service level agreements (SLAs).
  • Provide expert support on user login/access issues, hardware, mobile computing, software installations, and network connectivity.
  • Collaborate with functional teams, NIEHS departments, and third-party contractors to resolve more complex issues and escalate tickets as needed.
Requirements:
  • B.S. or B.A. Degree or Four years of related experience may be substituted for the education degree requirement.
  • Minimum 4 years of experience managing and IT service desk or IT service desk teams.
  • Experience with ServiceNow or similar ticketing system.
  • Experience working on complex problems where analysis of situations or data requires an in-depth evaluation of various factors.
Benefits:

LCG offers a competitive, comprehensive benefits package which includes health insurance options, life and disability insurance, retirement plan contributions, as well as paid leave, federal holidays, professional development, and lifestyle benefits.


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