The objective of the Service Desk Lead is to ensure that users receive courteous, professional, effective customer-centric support of IT requests, and to resolve technology issues in an expedient manner. The customer currently achieves this through the use of a tiered, Information Technology Service Management (ITSM) based service delivery model; Tier 1 (IT Service Desk) and Tier 2 (hands-on support). To maintain a high level of user satisfaction, the expectation is to be able to resolve a majority of issues during the initial engagement with Users. The customer standardized on the Information Technology Information Library (ITIL) as the standard for its IT operations.
The Service Desk Lead “owns” the resolution process from the initial contact with the user to resolution of the incident, problem or service request. The manager is responsible for incident, problem, and service request resolution regardless of the party actually performing the work, i.e., if the work is performed by an organization external to the Service Desk (SD), the SD is still responsible for tracking and documenting the resolution process. The SD shall escalate tickets as required by the SLAs.
Responsibilities include all aspects of Tier 1 and Tier 2 Support, including supporting remote customer staff, operating a walk-in center at the Customer Headquarters, and white-glove VIP support.
Bachelor’s degree and ten (10) years of experience
4+ years’ experience managing a Service Desk environment.
4+ years’ experience with tier 1 and tier 2 resolution, with a yearly ticket volume of 15,000+.
Experience with Remedy.
3+ years' managing staff of 20+ service desk professionals experience
Must possess ITIL v3 or higher