Senior Service Desk Technician - #2842

Wade Trim•Taylor, MI

12d•Hybrid

About The Position

Candidates must have a bachelor’s degree in Information Technology or a related field. Candidates should be familiar with personal computer hardware and software configurations. An A+ and/or MCP certification is a plus. A flexible hybrid-remote work schedule available after 90 days of employment. Typical responsibilities include: Lead a team of Service Desk technicians, providing guidance, and support. Ensure the delivery of high-quality customer support, resolving user inquiries and issues effectively and within established Service Level agreements. Monitor, analyze and report on Service Desk metrics, identifying areas for improvement and teaming with manager to implement process changes to enhance performance and efficiency. Participate in the development and implementation of new Service Desk processes and procedures. Provide technical expertise and guidance to team members, addressing complex technical issues and ensuring timely resolution. Collaborate with other IT teams to address issues impacting the other IT silos and ensure smooth operation of IT services. Facilitate communication and escalation processes within the IT department. Ensure compliance with relevant policies and procedures, including data security and privacy regulations. Stay abreast of the latest industry trends and technologies, leveraging knowledge to drive innovation and improvement within the Service Desk function. Maintain a safe working environment

Requirements

Bachelor's degree in Computer Science or related field, or equivalent combination of experience and education.
7+ years of experience in a Service Desk environment, with experience in a team leadership role.
Proven ability to lead and motivate a team, providing direction and support to achieve desired outcomes.
Strong technical skills in troubleshooting and resolving a variety of IT issues, including hardware, software, and network problems.
Experience with IT Service Management (ITSM) practices, including ITIL (Information Technology Infrastructure Library).
Excellent communication, interpersonal, and problem-solving skills.
Strong organizational skills, with the ability to manage multiple tasks and priorities effectively.

Nice To Haves

An A+ and/or MCP certification is a plus.
Experience with maintaining Service Max or other ITSM tools is preferred.

Responsibilities

Lead a team of Service Desk technicians, providing guidance, and support.
Ensure the delivery of high-quality customer support, resolving user inquiries and issues effectively and within established Service Level agreements.
Monitor, analyze and report on Service Desk metrics, identifying areas for improvement and teaming with manager to implement process changes to enhance performance and efficiency.
Participate in the development and implementation of new Service Desk processes and procedures.
Provide technical expertise and guidance to team members, addressing complex technical issues and ensuring timely resolution.
Collaborate with other IT teams to address issues impacting the other IT silos and ensure smooth operation of IT services.
Facilitate communication and escalation processes within the IT department.
Ensure compliance with relevant policies and procedures, including data security and privacy regulations.
Stay abreast of the latest industry trends and technologies, leveraging knowledge to drive innovation and improvement within the Service Desk function.
Maintain a safe working environment