Engineer II, Service Desk Lead
4 days ago
Overview At Wipfli, people count.At Wipfli, our people are core to everything we do—the catalyst behind our ability to create exceptional impact and extraordinary results.We believe in flexibility. We focus on relationships. We encourage each individual to follow their own path.People truly matter and they feel it. For those looking to make a difference and find a professional home, Wipfli offers a career-defining opportunity. Responsibilities Role SummaryThe Service Desk Lead (Engineer II) is a pivotal member of our IT Service Desk team, responsible for managing day-to-day ticket queues, driving continuous improvement, and supporting service desk operations. This role enhances operational efficiency, improves ticket quality, and supports team training and documentation efforts. The Service Desk Lead acts as a mentor, facilitates daily operations, and leads initiatives to improve customer satisfaction and team performance.ResponsibilitiesOversee daily ticket assignment, queue management, and routing to appropriate teams.Resolve case escalations as needed.Facilitate daily scrum meetings focused on ticket and phone metrics.Develop and maintain best practice guides and training materials (e.g., ticket QRGs, phone call templates, onboarding documentation).Perform tasks in the Continuous Improvement Register and lead Tier 2 meetings.Manage escalation train-backs and ensure documentation is captured.Coordinate field dispatch operations as neededAssist with ticket quality audits and provide technician feedback.Lead problem management and continuous improvement efforts, focusing on response and resolution metrics.Own monthly ticket trending metrics to identify problem areas.Mentor and provide feedback to Service Desk team members.Support the sales process and contribute to research and development efforts for innovative solutions. Knowledge, Skills and Abilities Required QualificationsBachelor’s degree or equivalent combination of education and experience.3+ years of job-related experience or 3+ years of private industry experience in a relevant technical area.Actively pursuing or holding relevant technical certifications.Preferred:Bachelor’s degree in a related field.Experience with ITIL concepts.Certifications in Microsoft 365, Azure, ITIL, NetworkingSkills & Abilities:Strong planning, prioritization, and organizational skills.Ability to work under pressure and meet deadlines.Adaptability to changing schedules, demands, and priorities.Excellent written, verbal, and presentation skills.Proficiency in Microsoft 365 applications, MS Azure, and networkingInitiative, results orientation, and teamwork.Self-awareness, influence, learning agility, and inclusive thinking.Commitment to Wipfli’s strategic vision, mission, and values.Damian Kauffman, from our recruiting team, will be guiding you through this process. Visit his page to connect#LI-Hybrid#LI-DK1 Additional Details Additional Details:
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Engineer II, Service Desk Lead
3 days ago
Naperville, IL, United States Wipfli Full timeOverview At Wipfli, people count. At Wipfli, our people are core to everything we do-the catalyst behind our ability to create exceptional impact and extraordinary results. We believe in flexibility. We focus on relationships. We encourage each individual to follow their own path. People truly matter and they feel it. For those looking to make a difference...
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T3 Service Desk Engineer
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Naperville, IL, United States WEBIT Services Full timeJob Summary: As a Tier 3 Service Desk Engineer, you will serve as the highest level of technical support within our service desk team. You will handle complex technical issues, provide expert guidance, and collaborate with other IT professionals to ensure the delivery of superior IT services. Your role will involve troubleshooting advanced issues, mentoring...
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Naperville, IL, United States WEBIT Services Full timeJob Summary: As a Tier 3 Service Desk Engineer, you will serve as the highest level of technical support within our service desk team. You will handle complex technical issues, provide expert guidance, and collaborate with other IT professionals to ensure the delivery of superior IT services. Your role will involve troubleshooting advanced issues, mentoring...
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1 week ago
Naperville, IL, United States WEBIT Services Full timeJob Summary: As a Tier 3 Service Desk Engineer, you will serve as the highest level of technical support within our service desk team. You will handle complex technical issues, provide expert guidance, and collaborate with other IT professionals to ensure the delivery of superior IT services. Your role will involve troubleshooting advanced issues, mentoring...
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Specialist II, Service Desk
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Naperville, IL, United States Wipfli Advisory LLC Full timeOverview At Wipfli, people count. At Wipfli, our people are core to everything we do—the catalyst behind our ability to create exceptional impact and extraordinary results. We believe in flexibility. We focus on relationships. We encourage each individual to follow their own path. People truly matter and they feel it. For those looking to make a...
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Specialist II, Service Desk
2 weeks ago
Naperville, IL, United States Wipfli Advisory LLC Full timeOverview At Wipfli, people count. At Wipfli, our people are core to everything we do—the catalyst behind our ability to create exceptional impact and extraordinary results. We believe in flexibility. We focus on relationships. We encourage each individual to follow their own path. People truly matter and they feel it. For those looking to make a...
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Specialist II, Service Desk
2 weeks ago
Naperville, IL, United States Wipfli Advisory LLC Full timeOverview At Wipfli, people count. At Wipfli, our people are core to everything we do—the catalyst behind our ability to create exceptional impact and extraordinary results. We believe in flexibility. We focus on relationships. We encourage each individual to follow their own path. People truly matter and they feel it. For those looking to make a...
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Specialist II, Service Desk
4 days ago
Naperville, IL, United States Wipfli Advisory LLC Full timeOverview At Wipfli, people count. At Wipfli, our people are core to everything we do—the catalyst behind our ability to create exceptional impact and extraordinary results. We believe in flexibility. We focus on relationships. We encourage each individual to follow their own path. People truly matter and they feel it. For those looking to make a...
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Specialist II, Service Desk
1 day ago
Naperville, IL, United States Wipfli Full timeOverview At Wipfli, people count. At Wipfli, our people are core to everything we do-the catalyst behind our ability to create exceptional impact and extraordinary results. We believe in flexibility. We focus on relationships. We encourage each individual to follow their own path. People truly matter and they feel it. For those looking to make a difference...
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T3 Service Desk Engineer
5 days ago
Naperville, IL, United States WEBIT Services, Inc. Full timeJob SummaryAs a Tier 3 Service Desk Engineer, you will serve as the highest level of technical support within our service desk team. You will handle complex technical issues, provide expert guidance, and collaborate with other IT professionals to ensure the delivery of superior IT services. Your role will involve troubleshooting advanced issues, mentoring...
