Ledgent Technology

As the IT Service Desk Lead, you will be instrumental in overseeing and optimizing the operations of our IT Service Desk team.. Oversee day-to-day operations of the IT Service Desk, including tier II/III support activities, to ensure timely resolution of technical issues and outstanding customer service delivery.. ITSM ): Spearhead initiatives to implement ITSM best practices for tier II/III support, including incident, problem, change, and knowledge management processes.. Qualifications:Proven experience in a lead role within an IT service desk environment, with expertise in tier II/III support.. In-depth knowledge of IT Service Management (ITSM) frameworks such as ITIL.Strong technical expertise in endpoint engineering and troubleshooting, with experience in leading technical escalations.

service desk lead

Location Downtown Denver, CO (parking not provided)Type Long Term Contract (6+ months)Schedule Onsite 5 days per weekIndustry Oil & Gas As the IT Service Desk Lead, you will be instrumental in overseeing and optimizing the operations of our IT Service Desk team. This role requires a blend of strong leadership skills, technical expertise in endpoint engineering, and a deep understanding of tier II/III support processes. You will lead a team dedicated to delivering exceptional technical support and customer service while ensuring maximum efficiency and user satisfaction. Collaborating with Managed Service Providers (MSPs), you will manage escalations and drive solutions to complex technical issues, contributing significantly to our organization's success. Key Responsibilities:Team Leadership Lead, mentor, and develop a high-performing IT support team, ensuring alignment with tier II/III support processes and fostering a culture of collaboration and accountability.Operations Management Oversee day-to-day operations of the IT Service Desk, including tier II/III support activities, to ensure timely resolution of technical issues and outstanding customer service delivery.Process Optimization Identify opportunities for streamlining tier II/III support processes, driving efficiency gains, and enhancing user satisfaction.IT Service Management ITSM ): Spearhead initiatives to implement ITSM best practices for tier II/III support, including incident, problem, change, and knowledge management processes.Endpoint Engineering Utilize advanced technical expertise in endpoint engineering to provide guidance and support for tier II/III technical escalations.Escalation Management Manage escalations from tier I support to tier II/III, collaborating with internal teams and MSPs to ensure timely resolution and effective communication with stakeholders.Vendor Management Work closely with MSPs to escalate and drive solutions for complex technical issues, ensuring adherence to service level agreements (SLAs) and maintaining productive vendor relationships.Strategic Alignment Collaborate with IT leadership to align tier II/III support services with business objectives, contributing to the development and execution of IT strategies.Performance Monitoring and Reporting Establish performance metrics and KPIs for tier II/III support activities, regularly monitoring performance and providing actionable insights through detailed reporting.Continuous Improvement Drive a culture of continuous improvement within the tier II/III support team, fostering innovation and proactively identifying areas for enhancement.Training and Development Coordinate advanced training programs and knowledge sharing sessions to enhance the skills and capabilities of the tier II/III support team. Qualifications:Proven experience in a lead role within an IT service desk environment, with expertise in tier II/III support.In-depth knowledge of IT Service Management (ITSM) frameworks such as ITIL.Strong technical expertise in endpoint engineering and troubleshooting, with experience in leading technical escalations.Experience working with Managed Service Providers (MSPs) to escalate and drive solutions for complex technical issues.Excellent leadership, communication, and interpersonal skills.Ability to thrive in a fast-paced environment and effectively manage priorities.ITIL certification (preferred). We put our contractors (aka Ambassadors) first and do our best to show our commitment to you. This includes a robust benefits program that is very competitive in the temporary staffing industry. We update our vendor relationships annually to make sure we are offering the most cost-effective benefits options to our Ambassadors. Ambassadors are eligible for Minimum Essential Coverage (MEC) Plan, basic and enhanced hospital indemnity plan, dental and vision, accident plan, critical illness plan, term life, short-term disability plan, direct deposit/pay card, credit union membership, employee discount clubs, referral bonuses, training and coaching, and specialized recognition programs. Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US. Please note that we cannot work C2C or with 3rd Party Vendors. All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.by Jobble
#J-18808-Ljbffr

START NEW SEARCH