IT Service Desk Lead

3 weeks ago


Texas City, United States Genius Road, LLC Full time
IT Technical Service Desk Lead
Contract Length: 12-18 months
Location: Remote, TX (Must currently reside in the State of Texas)

Our client is looking for a dynamic, energetic IT Technical Service Desk Lead who welcomes all tasks with a smile and a positive attitude The ideal consultant will enjoy the challenge of working on multiple projects with minimal supervision and have the ability to successfully use initiative and independent judgment in a face-paced environment.

Required Experience
  • 8+ years of experience performing complicated tasks in a Help Desk/Service Desk support environment
  • Prior experience working in a large enterprise or government entity is preferable
  • 6+ years of proven leadership in a help desk / service desk role
  • Experience developing processes and training documentation
  • Strong experience working with Help Desk software, (e.g. ticketing systems, knowledge bases)
  • Ability to guide knowledge transfer within a Service Desk environment
  • Ability to interface with all levels of the organization and understanding overall best practices
  • Experience gathering and analyzing performance metrics
  • Excellent communications skills (verbal and written)
  • Effective time management skills
  • Passion to provide outstanding customer service
  • Sound troubleshooting technical skills with an aptitude for problem solving
  • Ability to work independently towards goals
  • Highly motivated and flexible
  • Excellent work ethic and highly organized

Duties:
  • Evaluate bugs, failures, hardware, and systemic problems and document necessary steps for resolution
  • Participate in implementing new programs into the Service Desk
  • Install applications, hardware, parts, and/or equipment
  • Perform support analysis including: troubleshooting, diagnosis and repairing products
  • Communicate ongoing problems and fixes internally and with customer
  • Ensure resolution of incidents per department guidelines and service level agreements
  • Consider site-specific information like hardware, operating systems, and user requirements to appropriately resolve problems
  • Report on product and service problems and guide customers on product features, product selection, configuration and implementation
  • Propose updates to process and procedures to ensure future efficiency in ticket/call volume completion
  • Assign work to other team members and monitor for quality and completeness
  • Enforce guidelines, procedures, and policies with staff

Genius Road, LLC is proud to be a Certified Women's Business Enterprise, an Equal Opportunity Employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.
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