IT Service Desk Lead

Primary PurposeThe IT Service Desk Lead is responsible for leading our technical support team to provide excellent customer service and resolve all tier one technical issues. The IT Service Desk manager should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate the team to achieve specific goals in a fast-paced environment are essential skills to perform well in this position. The ideal candidate will continually ensure high quality technical support and client satisfaction.Major ResponsibilitiesMonitor Service Desk ticket queue. Make sure urgent tickets are assigned.Be the escalation point for incidents that require in depth trouble shooting.Coordinate calls with the appropriate team to resolve escalated issues.Help coordinate on IT projects the SD is involved in(PC Rollouts, migrations, etc)Create and maintain Service Desk documentation(KB)Works to improve SD processes and establish best practices for the Service DeskProvides day-to-day consultation, training, instruction, trouble-shooting, problem-solving to computer users for hardware, software, network and related computer systems and peripheral devicesIdentifies, researches and resolves software, hardware, operating system and networking problemsDocuments resolutions in IT Service Management toolEscalate support and service requests to second level support member or other IT teams, as defined by the escalation process within the tracking toolMaintain software and hardware inventoryAdhere to IT access-management, incident, change and asset control proceduresCreate technical hardware and software support documentationProvide training to users as appropriateContributes to self-help knowledge base articles in the IT Service Management toolSetup of new PC equipment and moves, pertaining to PC equipmentPerform other job duties as assigned with a high degree of flexibility and professionalismUnderstand and demonstrate our Core ValuesParticipate in after hours on call rotationPerforms other duties as assigned.Skills/Knowledge RequiredAdvanced level analytical and problem solving skillsStrong interpersonal skills to work with both technical and nontechnical personnel at various levels in the organizationAbility to prioritize activities and projects to meet SLA agreements and to prioritize incidents that are currently affecting productionDiplomacy in dealing with conflict resolutionAdvanced PC proficiency, Microsoft Office (Word, Excel, Access, Outlook, etc.)Excellent verbal, written communication and customer service skillsBroad knowledge of IT hardware, software and systemsDemonstrated initiative (self-starter)Advanced knowledge in desktop functions to communicate to customers via e-mail, research and analyze issues and document issuesEducation And ExperienceBachelor’s degree or equivalent industry experience