The Service Desk Lead will oversee and manage IT support operations, ensuring timely, effective, and high-quality resolution of user incidents and requests. This role involves supervising a team of service desk specialists, maintaining SLAs, and continuously improving service desk operations to enhance user satisfaction. The Service Desk Lead will coordinate with other IT teams to support a seamless IT experience for users.
W2 only - not open for C2C or 3rd party referrals
Key Responsibilities:
- Service Desk Management: Lead daily service desk operations, ensuring incidents and requests are accurately logged, prioritized, assigned, and resolved in a timely manner.
- Team Supervision: Manage a team of service desk specialists, providing training, guidance, and performance feedback to maintain a high standard of customer support.
- SLA and Performance Monitoring: Monitor service desk performance against established SLAs and KPIs, generating reports and implementing corrective actions as needed.
- Continuous Improvement: Identify and implement process improvements to enhance service quality, response times, and user satisfaction.
- Customer Communication: Ensure clear, consistent communication with users regarding ticket status, expected resolution times, and any significant IT updates or outages.
- Collaboration: Work closely with other IT teams, including Network, Applications, and Data Center Leads, to resolve complex issues and support integrated IT operations.
Qualifications:
- Education: Bachelor’s Degree (B.S. or B.A.) in IT, Business Management, or a related field. An additional four years of relevant experience may substitute for a degree.
- Experience: Minimum of 4 years managing or leading service desk operations, with experience in a ticketing system like ServiceNow.
- Skills and Competencies:
- Strong understanding of IT service management and customer service best practices.
- Excellent communication and interpersonal skills, with a focus on user satisfaction and team leadership.
- Proficiency with IT service management tools and reporting.
Preferred Qualifications:
- Familiarity with ITIL frameworks and experience in a government or regulated environment.
- Relevant certifications, such as ITIL Foundation or HDI Support Center Manager.
Benefits:
- Competitive salary and comprehensive benefits package
- Paid time off, 11 holidays + PTO, and professional development opportunities
Our Commitment
We would love to have you join our team! ECCO Select is committed to hiring and retaining a diverse workforce. ECCO Select’s policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category.
Equal Employment Opportunity is The Law
This Organization Participates in E-Verify
