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Service Desk Lead

Company: Modis
Location: Encinitas
Posted on: February 20, 2021

Job Description:

Location: Local Candidates OnlyLength: Contract to Hire

  • 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
  • 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.
    • 8+ Years' experience preferred
    • Experience with the common ITSM platforms
    • Detailed knowledge of Help Desk best practices and tools
    • College degree preferred
    • Certification in Information Technology Infrastructure Library (ITIL) preferred
    • Certifications in A+, MCSE, HDI or a combination of certifications highly desired.
    • 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.

Keywords: Modis, Encinitas , Service Desk Lead, Other , Encinitas, California

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