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Service Desk Lead

Company: American Indian Science and Engineering Society
Location: Encinitas
Posted on: May 3, 2021

Job Description:

The 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 Working Conditions Minimal travel may be required. Availability during non-core business hours (nights/weekends) as needed. Periodically lifting and transporting equipment, such as computers and peripherals. How to Apply To be considered, please submit your resume via the Service Desk Lead posting on Dudek's careers page: . Requirements Position Requirements: Experience 2+ years of relevant job experience, preferably leading or supervising an IT Service Desk Strong interpersonal, written, and oral communication skills Demonstrated depth and breadth in IT Service Management functions and ITSM tools Experience with establishing and evaluating effectiveness of ITIL processes Ability to articulate technical issues to non-technical staff and/or business leadership Education College degree in the field of computer science or related field or 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 and develop 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 in a primarily Microsoft IT environment. Highly self-motivated and directed. Team-oriented and skilled in working within a collaborative environment. Job Information Job ID: 56411870 Position Title: Service Desk Lead Company Name: Dudek Job Function: Information Technology Job Type: Full-Time Job Duration: Indefinite Min Education: None Min Experience: 2-3 Years Required Travel: None Jobs You May Like W Process Engineer Carlsbad, CA, United States B Senior Manufacturing Scientist Carlsbad, CA, United States G Principal Scientist I - Formulation & Process...

Keywords: American Indian Science and Engineering Society, Encinitas , Service Desk Lead, Other , Encinitas, California

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