IT Service Desk Tech Lead

Crocs, Inc. • Las Vegas, NV

1d • $70,000 - $80,000 • Onsite

About The Position

The IT Service Desk Tech Lead for Crocs, Inc is a member of the Global Support Team and provides technical support to Corporate, Distribution Center, and Retail Operations by responding to incidents and requests reported by users. This role will be responsible for handling and supporting more sophisticated technical issues and supporting process management. You will operate with a reasonable degree of autonomy to make decisions resolve technical issues within your scope of authority. Technical training to other service desk members is a critical part of this job.

Requirements

• 2+ years related experience required.
• Proven leadership abilities and experience in leading a team.
• Deep technical knowledge with a focus on service desk operations.
• Excellent problem-solving, organizational, and communication skills.

Nice To Haves

• Helpful Certifications: ITIL Expert, CompTIA Security+, HDI Desktop Support Manager.

Responsibilities

• Act as the primary on-site contact for coordination and communication between team members and external partners.
• Provides technical leadership for the Service Desk team, both locally and globally.
• Provides back-up support when Supervisor/Manager is out of office.
• Serves as a critical link to the business with independent and discretionary decision-making.
• Act as a liaison between support tiers and functional groups.
• Conduct initial problem management for persistent issues that do not require escalation to IT Problem Management.
• Guide analysts and technicians in interpersonal and technical expertise.
• Lead by example, tackling new issues that require collaboration with escalation teams.
• Drive the resolution of sophisticated IT issues involving multiple systems across various locations.
• Serve as the escalation point for unresolved or critical technical issues.
• Develop training programs and documentation for the IT department.
• Ensure comprehensive documentation practices are followed.
• Conduct advanced training sessions and workshops for IT staff and end-users.
• Run IT projects with limited scope, including the planning, implementation, and tracking of technical projects that align with organizational goals.
• Collaborate with multi-functional teams to ensure that IT solutions meet business requirements.
• Provide expert advice and technical leadership in the deployment of new technologies and systems integration.

Benefits

• This position is eligible to participate in a company incentive program.
• This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees