IT Service Desk Lead

Company: Dudek
Location: Encinitas
Posted on: January 8, 2021

Job Description:

About the JobThe IT Service Desk Lead position will lead the Dudek IT Service Desk staff as the team provides Dudek with excellent customer service for all their technology needs. This is a hands-on role as a technical lead, handling escalated support requests and incidents. This role will also define, implement and monitor IT Service Desk policies, procedures, best practices and key performance indicators (KPIs) to continuously improve IT support services.This position will be based in our Encinitas office.Duties and Responsibilities

• Responsible for upkeep of IT Infrastructure Library (ITIL) processes, including: IT Incident Management, IT Service Management, IT Problem Management and IT Asset Management.
• Responsible for identifying Service Desk process improvement opportunities, process mapping and related documentation, communication of new processes to applicable stakeholders
• Participate in the development of appropriate actionable plans, including the definition of a new and/or improvement of existing processes. This includes detailed tactical steps to drive the changes desired with clearly defined success criteria
• Conducts research on emerging products, services, protocols and standards in support of IT Service Management (ITSM) best practices
• Responsible for working with other IT leads to ensure changes to applications, infrastructure and other IT services are supported properly
• Responsible for providing input into hiring and developing Service Desk talent
• Provides supervision to the team, ensuring that appropriate skilled resources are in place to meet service level requirements
• Oversees the processing of incoming incidents to ensure courteous, timely and effective resolution of end user issues
• Ensures that ITIL processes are defined, understood, adhered to
• Ensures that relevant statistics and dashboards are compiled and continually updated to show the health of ITIL processes and level of customer service support
• Responsible for the ITSM tooling configuration and ensuring the tool supports our processes
• Promotes the creation and curation of Knowledge documentation with the goal of increasing the end user's ability to access relevant information to self-solve common issues
• Responsible for Problem Management root cause analysis documentation and reporting. Analyze problem data to identify key points of failure and partner with problem stakeholders to identify solutions to prevent problems from reoccurring
• Provide support for incidents and request management and able to multitask in a fast-paced environment.
• Resolves technical issues with operating systems, hardware, software, and network connectivity. Answers end-user technology questions and provides general information regarding departmental computing policies and service agreements.Key Performance Indicators:
  • Incident management trends
  • First Contact resolution trends
  • Time to resolution statistics
  • Customer satisfaction surveysPosition Requirements:Experience
    • Minimum 3 years previous supervisory of Help Desk and/or PC support services
    • Demonstrated depth and breadth in IT Service Management functions, including but not limited to Incident Management, Problem Management, Knowledge Management, Service Requests and Outage Response/Resolution
    • Strong interpersonal, written, and oral communication skills
    • Experience with establishing and driving ITIL processes and measurements
    • Experience with the common ITSM platforms
    • Detailed knowledge of Help Desk best practices and tools
    • Experience with managing relationships with managed service providers, staffing agencies and other 3rd parties and vendors.
    • Ability to articulate technical issues to non-technical staff and/or business leadershipEducation
      • College degree in the field of computer science or like and/or 2-year associate degree in a Technical Field and/or a combined year equivalent work experience.Certifications
        • Certification in Information Technology Infrastructure Library (ITIL) preferred
        • Certifications in A+, MCSE, HDI or a combination of certifications highly desired.Knowledge, Skills & Abilities
          • Ability to motivate, develop, and manage team members.
          • Exceptional customer service orientation.
          • Proven analytical and problem-solving abilities.
          • Ability to effectively prioritize and execute tasks in a high-pressure environment.
          • Excellent written, oral, and interpersonal communication skills.
          • Exceptional interpersonal skills, with a focus on listening and questioning skills.
          • Ability to conduct research into issues and products as required.
          • Ability to present ideas in business-friendly and user-friendly language.
          • Advanced troubleshooting skills of a wide variety of pc and apple hardware and software.
          • Excellent computer and customer service and desktop skills with tact in dealing with customers. Including, but not limited to Windows 10, Microsoft Office 365, Intune, MS Authenticator, Mac OS, GIS and ESRI applications, and CAD.
          • Knowledge of Workspot; or relevant experience to VDI management.
          • Highly self-motivated and directed.
          • Team-oriented and skilled in working within a collaborative environment.Working Conditions
            • Minimal travel may be required
            • Availability during non-core business hours (nights/weekends)
            • Lifting and transporting moderately heavy objects, such as computers and peripherals.Powered by JazzHRLiA6UZy2iu

Keywords: Dudek, Encinitas , IT Service Desk Lead, Other , Encinitas, California