EncinitasRecruiter Since 2001
the smart solution for Encinitas jobs

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

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Other Jobs


Seeking Part-time Senior Care Provider In La Mirada
Description: I need senior care provider with experience. Our care concerns
Company: Care.com
Location: La Mirada
Posted on: 01/19/2021

Sitter
Description: Description Since 1972, Placentia-Linda Hospital has expanded right along with north Orange County. As our communities grow, we continue to offer a full range of medical services to meet your family s (more...)
Company: Tenet Healthcare
Location: Placentia
Posted on: 01/19/2021

Part Time Brand Ambassador
Description: Job Description Part Time Brand Ambassador Are you outgoing and enthusiastic about interacting with people If promoting the best brands to today's shoppers sounds appealing, then Club Demonstration Services (more...)
Company: Advantage Solutions
Location: Poway
Posted on: 01/19/2021


Part Time Event Specialist - Entry Level
Description: Job DescriptionPart Time Event Specialist - Entry Level Are you outgoing and enthusiastic about interacting with people If promoting the best brands to today's shoppers sounds appealing, then Club Demonstration (more...)
Company: Advantage Solutions
Location: Santee
Posted on: 01/19/2021

Deliver with Uber Eats - Great for Students
Description: Deliver with Uber. Earn on your schedule.Deliver with Uber Eats on your schedule. Deliver for a few hours in the mornings, every night, or just on weekends-it's up to you.Earn Extra Money. You'll earn (more...)
Company: Uber Eats
Location: Lake Elsinore
Posted on: 01/19/2021

Part-Time Food Delivery - Uber Eats
Description: Deliver with Uber. Earn on your schedule.Work on your schedule. Deliver for a few hours in the mornings, every night, or just on weekends-it's up to you.Earn Good Money. You'll earn by bringing people
Company: Uber Eats
Location: La Quinta
Posted on: 01/19/2021

Earn Winter Money - Deliver with Uber
Description: Deliver with Uber. Earn on your schedule.Deliver with Uber Eats on your schedule. Deliver for a few hours in the mornings, every night, or just on weekends-it's up to you.Earn Extra Money. You'll earn (more...)
Company: Uber Eats
Location: La Quinta
Posted on: 01/19/2021

Part Time Event Specialist
Description: Job DescriptionPart Time Event Specialist Are you outgoing and enthusiastic about interacting with people If promoting the best brands to today's shoppers sounds appealing, then Club Demonstration Services (more...)
Company: Advantage Solutions
Location: Poway
Posted on: 01/19/2021

Deliver with Uber on your schedule
Description: Job DescriptionDeliver with Uber. Earn on your schedule. Work on your schedule. Deliver for a few hours in the mornings, every night, or just on weekends it's up to you. Earn Good Money. You'll
Company: Uber Eats
Location: La Mirada
Posted on: 01/19/2021

Pallet Wrapper
Description: Job DescriptionWe're hiring hard-working pallet wrappers to be a part of a great team at a large logistics company Responsibilities:
Company: Bluecrew
Location: Rowland Heights
Posted on: 01/19/2021

Log In or Create An Account

Get the latest California jobs by following @recnetCA on Twitter!

Encinitas RSS job feeds