IT Service Desk Lead

Position Summary

The IT Service Desk Lead / Senior Analyst is responsible for leading day-to-day service desk operations, ensuring timely and effective support for end-users, and driving service excellence across the organization. This position combines hands-on technical expertise with leadership and process improvement responsibilities. The ideal candidate is an experienced service desk professional who can balance technical troubleshooting, mentorship, and continuous improvement within a fast-paced IT environment.

Key Responsibilities
Operational Leadership

• Oversee daily service desk activities, ensuring tickets are properly prioritized, assigned, and resolved in accordance with SLA targets.
• Serve as the primary escalation point for complex incidents requiring advanced troubleshooting or coordination with other IT teams.
• Monitor service queues and proactively address bottlenecks or recurring issues.
• Coordinate service desk participation in IT initiatives such as hardware rollouts, migrations, and system upgrades.
• Maintain accurate documentation in the ITSM system (e.g., ServiceNow, Zoho) and ensure knowledge base content is up to date.

Technical Support

• Provide Tier 1 and Tier 2 support for Windows, macOS, and mobile devices, including Microsoft 365 and enterprise applications.
• Administer user accounts, permissions, and access rights within Active Directory, Azure AD, and M365.
• Support networking, VPN connectivity, and endpoint management using tools such as Intune or equivalent.
• Troubleshoot software, hardware, and operating system issues and document solutions for reuse.
• Maintain IT asset inventory and oversee lifecycle management of end-user devices.

Leadership & Process Improvement

• Mentor and train service desk analysts to improve technical proficiency and customer service skills.
• Establish, review, and optimize service desk procedures and best practices.
• Prepare performance metrics, SLA compliance reports, and service trend analyses for management.
• Identify opportunities for process automation, self-service, and continuous improvement.
• Participate in after-hours on-call rotation to support critical incidents as needed.

Required Qualifications

• Bachelor's degree in Information Technology or equivalent experience.
• 4–6 years of experience in a service desk, IT support, or network operations environment, including at least 1–2 years in a lead or supervisory capacity.
• Advanced proficiency in Microsoft Office Suite and Windows OS.
• Strong understanding of ITSM principles, incident/change management, and ticketing systems.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Outstanding interpersonal and communication skills; able to interface effectively with users at all levels.
• Proven ability to manage multiple priorities in a high-volume support environment.

Preferred Qualifications

• ITIL Foundation certification or equivalent process management experience.
• Experience with Microsoft Intune, Azure AD, or other cloud-based management tools.
• Familiarity with scripting or automation (e.g., PowerShell).
• Exposure to hybrid environments with VMware, Azure, or similar infrastructure platforms.

Personal Attributes

• Self-Starter: Takes initiative and ownership of issues through resolution.
• Customer-Focused: Delivers professional, empathetic, and responsive support.
• Team Leader: Provides guidance and fosters collaboration within the team.
• Organized: Excels in prioritizing workload and maintaining accurate records.
  Detail-Oriented: Ensures quality and consistency across all support interactions.

Notice to all applicants: ORS Nasco is a drug-free workplace. Alcohol and drug misuse poses a threat to the health and safety of ORS Nasco employees and to the security of the company's equipment and facilities. For these reasons, ORS Nasco is committed to the elimination of drug and alcohol use and misuse in the workplace. Employees may be subject to drug screening if safety concerns arise or if reasonable suspicion is warranted.

Notice to third-party agencies: ORS Nasco does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruiting Agreement, ORS Nasco will not consider or agree to payment for any referral compensation or recruiter fees. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, ORS Nasco explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of ORS Nasco.

LI-Remote
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