IT Service Desk Lead

GENERAL DESCRIPTION:

The IT Service Desk Lead plays a critical role in providing day-to-day support to High’s end users and related end user systems. The lead, in conjunction with the Service Desk Technician, serves as the first point of contact for coworkers that need technical assistance. The lead will oversee and assist with IT Service Desk operations; which include assisting the Service Desk Technician to ensure that incoming support calls are answered; responding to support requests; creating tickets for issues and requests, ensuring that tickets are responded to and closed in a timely manner, validating that tickets have enough detail for escalation to tier two and three teams, and escalating issues that they are not able to resolve.

The lead oversees the Service Desk Technician and Client Computing Analysts from a day-to-day IT service desk activity perspective. The lead will also report on service desk related metrics, identify improvement opportunities, drive service desk related process improvement, deliver IT related notifications, and act as the service owner of IT service management processes (incident, problem and change management) and platforms (service desk and IT asset management).

The Service Desk Lead operates as part of the Client Computing team under the Client Computing Manager.

EXPERIENCE, SKILLS, TRAINING, AND/OR EDUCATION REQUIRED:

• Associate degree, or equivalent experience in computer software and hardware support
• Previous experience in a Service Desk setting
• Previous experience in a lead/supervisory role
• Must have working knowledge and prior experience with technical support of personal computer based hardware such as PC, Mac, mobile devices, copiers, printers, and peripherals.
• Must have experience with IT service management processes.
• Must have experience with technical configuration and operation of service desk and IT asset management platforms.
• Must have experience with interacting with and\or managing IT service desk related third party managed service providers
• Must have experience ordering PC related technology (laptops, desktops, tablets, peripherals).
• Experience in or knowledge of the following areas:
  • Support for various Microsoft operating systems and Microsoft Office 365 Suite of products
  • Active Directory/Entra ID user and group administration
  • Hands on experience with diagnosing and resolving basic technical issues
  • Excellent communication and interpersonal skills
  • Customer-oriented and patient
  • Working with and configuring ticket and asset management systems
  • Sending communications regarding IT services (outages, planned work)
  • IT Service Management (ITSM) concepts and processes (incident, problem and change management)
  • IT related financial processes (quote, requisition, PO, receiving, etc).
  • PC imaging/deploying experience
  • Previous experience in a tiered support organization
  • Creating, maintaining, and submitting reports and/or dashboards
  • Driving process improvement
  • Documenting processes and how to articles

OTHER SKILLS AND ABILITIES:

• Group Policy/InTune knowledge
• Experience with encryption and endpoint security products
• Experience with software push technology
• Demonstrated customer service orientation.
• Mentoring team members within and outside of the direct team.
• Strong organizational skills.
• Outstanding verbal and written communication skills, with the ability to translate technical details into business language.
• Exhibits accountability and accepts responsibility and consequences for work performance and conduct.

REPORTING RELATIONSHIPS:

The Service Desk Lead is appointed by and reports to the Client Computing Manager. Service Desk Technician reports to this position.

ESSENTIAL JOB FUNCTIONS:

• Oversee the operations of the IT service desk (tier 1 and 2).
• Mentor and provide direct guidance to the Service Desk Technician and Client Computing Analysts in operation of the Service Desk to provide IT support to the High Companies’ coworkers.
• Provide backup to the Service Desk Technician to support customers who need technical assistance via the phone or email.
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
• Provide quick resolution and excellent customer service.
• Use a ticketing system to record problems and their resolution.
• Redirect unresolved issues to the next level of support personnel.
• Performing password resets for network accounts and other systems.
• Perform base computer imaging.
• Perform asset management tasks including but not limited to inventory receipt, asset assignment, asset retirement, asset tracking, and asset reporting.
• Send IT communication to various groups as requested.
• Follow-up with customers.
• Provide feedback on processes and make recommendations on areas to improve.
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.
• Leading process improvements efforts.
• Identify and address pain points and process inefficiencies.
• Process account termination tasks.
• Provide 24x7x365 response and support after hours for critical IT incidents when designated on-call.
• Periodically work off hours (nights and weekends) to complete planned operations or project work.
• Creation and submission of reports and/or dashboards.
• Proactively manage ticket queue to ensure tickets are being resolved within SLAs
• Periodically engage with key customers across High to share updates and solicit feedback to improve operations

MARGINAL JOB FUNCTIONS:

• Perform other duties and assignments as required by Client Computing Manager.