LEAD IT HELPDESK

Job Description The IT Service Desk Lead oversees the daily operations of the IT Service Desk team and ensures that end-users receive timely and effective technical support. This role involves supervising a team of service desk technicians, providing guidance, and implementing best practices to improve service levels. The IT Service Desk Lead will also report metrics, handle escalations, and coordinate with other IT teams to resolve complex issues. The IT Service Desk Lead reports to the Infrastructure Manager. Duties / Responsibilities Team Supervisor: Lead, mentor, and develop a team of IT Service Desk Analysts, ensuring high performance and continuous improvement. Service Operations: Oversee the daily operations of the IT Service Desk, ensuring that service level agreements (SLAs) are met. Incident Management: Manage and prioritize incidents and service requests, ensuring timely and accurate resolution. Escalation Management: Handle escalations from end-users and ensure issues are resolved efficiently. Process Improvement: Identify opportunities for improving IT Service Desk processes, tools, and workflows. Reporting: Monitor and report on key performance indicators (KPIs) and other relevant metrics to IT management. Stakeholder Communication: Serve as the primary point of contact for internal stakeholders regarding IT service-related issues. Training and Development: Conduct training sessions for team members to enhance IT service delivery. Ensure that all team members are skilled and knowledgeable in delivering support to end users for tools and services used in support of the organization. Documentation: Ensure all IT service desk documentation and Knowledge Base Articles are up-to-date and accurate. Other Duties as assigned. Qualifications Education: Bachelor’s degree in Information Technology, Computer Science, or related field; experience will be considered in lieu of a degree. Experience: Minimum of 5 years of experience in IT service desk support, with at least 2 years in a leadership role. Certifications: ITIL certification preferred. Computer-related certifications A+, Microsoft MCP, MS AZ-104, MS AZ-900, or similar are a plus. Technical Skills: Proficiency in using service management tools (e.g., Freshservice, ServiceNow, Jira), Strong knowledge of Windows OS, Active Directory, MS Entra (Azure), and network troubleshooting. proven and demonstrable PC (desktop, laptop, mobile devices), printer, monitor, phone, and other IT hardware troubleshooting skills. Soft Skills: Excellent communication, organizational, problem-solving, and leadership skills. Ability to work in a fast-paced environment, work independently or as part of a team, and manage time effectively. Ability to prioritize workload and multitask. Key Competencies: Strong leadership and team supervision abilities Excellent problem-solving and critical-thinking skills Ability to handle high-pressure situations and prioritize tasks effectively Strong customer service orientation Ability to work collaboratively across departments Working Conditions: The employee will be working at the Portland, Oregon, corporate office This position may require occasional evening or weekend work to respond to critical incidents, support on-call personnel, or perform maintenance. Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; and communicate auditorily. The employee must occasionally lift or move up to 40 pounds. Travel Occasional overnight to one-week travel may be required for training, company meetings, or staff augmentation at other company locations.