Service Desk Lead

1 week ago

Thornton, CO, United States Link Technologies Full time
Job Description

Link Technologies (LinkTechConsulting.com), a Las Vegas-based IT consulting firm, is currently seeking a Service Desk Lead to join our team.

QUALIFICATIONS

  • General experience and knowledge of troubleshooting processes for wide areas of IT (hardware, software, network, account, mobile, etc.)
  • At least 3 years of previous service desk experience at the analyst or tier 2 level
PREFERRED
  • Previous experience managing or leading a team is preferred
  • ITIL certification and/or knowledge is a plus
RESPONSIBILITIES
  • Provide technical coaching, mentoring, and performance guidance to service desk analysts including reviewing their customer interactions, providing feedback on process adherence, and assisting with tier 1 duties as needed to ensure coverage and hands-on training.
  • Serve as the primary escalation point for Service Desk Analysts
  • Provide advanced computer troubleshooting, analysis, critical thinking, and problem-solving skills for complex or priority support issues.
  • Review escalated tickets, provide advanced support for tier 2 incidents and complex service requests, and assist analysts in handling critical incidents, ensuring rapid resolution with established SLAs and policies.
  • Identify, document, and advocate for continuous process improvement opportunities across support operations.
  • Developer and maintain clear, up-to-date resolutions and procedural documentation to strengthen knowledge management, minimize future escalations, and enhance overall service efficiency
  • Increase first call resolution by empowering service desk technicians to resolve tier 1 and tier 2 tickets through improved guidance, training, and streamlined workflows that enable issues to be addressed at the earliest point of contact
  • Receive, log, handle preliminary communications, and properly route calls and requests for the larger IT team
  • Accurately classify contacts as either incidents or service requests
  • Own the customer service experience and maintain ownership and advocacy for the customer on issues lacking a clear responsible party until successful resolution is received
  • Ensure that all incidents and service requests are properly closed out with the customer
  • Facilitate solutions with customers while interacting with more specialized internal IT support teams and vendors
  • Accurately document all contacts for troubleshooting, escalation, and reporting purposes

Link Technologies is an equal opportunity employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, gender identity/expression, sexual orientation, national origin, protected veteran status, disability, or any other factors protected by law.

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