Service Desk Lead
ITTConnect•Miami, FL
•Onsite
About The Position
ITTConnect is seeking an IT Service Desk Team Leader for a direct-hire full time position with a client that is a large financial institution.
Requirements
- 10+ years of experience in IT Support / Service Desk L1/2
- 2+ years of experience leading IT teams
- Proficient with Windows OS, Microsoft 365, Active Directory, wi-fi and MS exchange
- Experience with cloud platforms such as Azure, or AWS
- Knowledge of networking concepts (TCP/IP, LAN/WAN, firewalls)
- Experience with ticketing systems (e.g., Jira, ServiceNow)
- Scripting experience (PowerShell, Bash)
- Experience with virtualization platforms (VMware, Hyper-V)
- Experience with virtual desktop infrastructure (VDI – e.g. Citrix)
- Strong knowledge of ITSM tools (e.g., Jira) and ITIL practices
- Understanding of data privacy, regulatory requirements, and cybersecurity in finance
- Experience with vendor and project management
Nice To Haves
- Fluency in Spanish or Portuguese is a plus
Responsibilities
- Lead and Manage the IT Services and Service Desk Level 1/2 team
- Oversee incident and request management, ensuring SLA/KPI compliance
- Ensure consistent documentation, classification, and resolution of tickets, with prioritization of high-impact financial systems
- Implement and enhance ITIL-based service management processes
- Coordinate with Infrastructure, DevOps and Cyber Security teams
- Manage vendors, contracts and outsourced services
- Oversee IT asset lifecycle (procurement, inventory, maintenance)
- Drive service improvement initiatives and IT related projects
- Support audits, business continuity (BCP) and operational risk management
- Provide hands-on IT support
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
