Senior Service Desk Lead
4 weeks ago
Senior Service Desk Lead
long term contract, onsite in Richmond, Va.
We are seeking an experienced Senior Service Desk Analyst. The ideal candidate brings proven problem-solving experience and the ability to thrive in a highly collaborative and fast-paced work environment. We need an individual who is passionate about customer service with experience leading fellow team members.
The Senior role is responsible for managing incoming customer calls and email related to IT support and Service Requests.
Essential Duties and Responsibilities include the following. All work is performed with deadlines based on agency priorities.
- Handle incoming calls resolving 70% or greater.
- Route advanced issues to second level support teams.
- Perform Password Resets
- nswer general IT questions.
- Mentor Jr Service Desk Agents
- Work with Service Desk Manager to monitor team performance.
- Monitor Service Desk ticket performance.
Skills and Abilities
Demonstrated ability to:
- scertain and meet customer expectations
- Work effectively and independently in a fast-paced team environment where priorities can rapidly change
- Prioritize own work activities with minimal guidance and coaching
- Solve complex problems through discovery and analysis with minimal guidance
- Complete complex projects independently with minimal oversight and direction
- Manage competing priorities to meet goals
- Communicate effectively orally and in writing
- Provide, maintain, and follow technical documentation
Demonstrated comprehensive knowledge of the following tools/technologies:
- Windows 10 and 11
- Service Desk Ticketing
- Incident Management
- Problem Management
- sset Management
- Performance Management
- Okt
- Group Policy
Education and/or Experience
Candidates must have IT Education or 4 years' experience working in an IT Service Desk in a leadership role.
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