The Service Desk Technician Lead performs a wide variety of tasks including the provision of front line problem isolation and resolution services to Information Services' customers. In addition, this position is responsible for operation of all computer processors and peripheral devices, key entry activities, computer system backups, restart/recovery of system processes, archiving of system tapes and monitoring system and network performance. The Service Desk Tech Lead is the first level escalation point, the lead coaches and assists in training team members in troubleshooting. This position monitors work queues and helps assure effective workflow. The lead position creates and maintains, detailed and complete Helpdesk documentation, prepares documentation with other team members and provides training to the team and new team members. A key part of the role is to provide the manager with reporting of metrics and KPIs for the Helpdesk and identify, troubleshoot, and resolve technical issues escalated via phone and e-mail or in-person. The position is indirectly responsible for staffing the Service Desk team and handing downtime escalations and escalation procedures. The lead collaborates with the Client Support Tech Lead regarding maintaining inventory of hardware, software and system-wide support assets.
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Job Type
Full-time
Career Level
Mid Level
Industry
Administrative and Support Services
Education Level
High school or GED