Service Desk Lead

United Wheels•Miamisburg, OH

10d

About The Position

The Service Desk Lead is responsible for overseeing the Service Desk function and ensuring end users receive exceptional support. Key responsibilities include managing the intake, prioritization, documentation, and resolution of help requests while escalating incidents as needed to uphold SLA commitments. This role requires leveraging diagnostic tools and helpdesk request tracking systems, as well as providing in-person, hands-on support at the desktop level to resolve issues efficiently. Essential Duties and Responsibilities include the following: Other duties may be assigned

Requirements

Associates degree in an Information Technology discipline or related field of study or equivalent experience.
Proficient understanding of computer hardware and software.
Experience with Windows and macOS operating systems.
Familiarity with Microsoft Office Suite and cloud-based productivity tools.
Experience with desktop and server operating systems, included but not limited to Windows 10/11, Mac OS, Windows server 2016/2022
Extensive application support experience to include O365, MS Teams, MS office suite, Windows Active Directory, Azure as well as SharePoint.
Working knowledge of a range of diagnostic utilities: service desk (Zendesk, Connectwise), RMM (Ninja, Go Anywhere), MDM (Intune).
Familiarity with the fundamental principles of ITIL Service Management
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning.
Strong documentation skills
Ability to conduct research into a wide range of computing issues as required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly manner and language
Highly self-motivated and directed
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment

Nice To Haves

Relevant IT certifications (CompTIA A+, Network+, or similar) preferred.
Beneficial skills but not required: exposure to JD Edwards E1, LastPass, Veeam, Kandji and MFA application (Duo, MS Authenticator, Yubikey)
Experience supporting global offices a huge plus!
A passion for cycling and the outdoors!

Responsibilities

Develop and reinforce Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
Prioritize incidents and service requests according to defined processes to meet defined SLAs
Escalate incidents with accurate documentation to suitable IT team when required
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
Identify and learn appropriate software and hardware used and supported by the organization
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
Deploy pre-packaged software using distribution tools and processes as requested by end users
Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Train, coach and mentor Service Desk Technicians and other junior staff.
Engage in Change Control meetings as required