Service Desk Lead

ASM Research

16h

About The Position

Supervises and coordinates activities of a team of IT members engaged in Intake
requests from email or phone, review issues, assign work to appropriate team and
resource, confirm priority of work and document impact of the situation. Track
aging tickets and follow up with teams for closure.

Responsible for team productivity to ensure maximum output with a high
Customer Satisfaction rating.
Analyzes performance indicators such as number of transactions per second,
response time, and number of programs being processed to ensure systems are
operating efficiently.
Studies problems and capabilities, and develops solutions for improved
operating procedures, alternate processing methods, communications,
information flow, management reporting, and operational efficiency.
Provides recommendations on short term systems projects/plans.
Prepares operational forecasts and requirements for data
processing, systems development, and communications.
Oversees the conduct of feasibility studies for systems improvement and the
preparation of systems project proposals.
Ensures compliance with policies, processes and procedures governing team
deliveries to achieve work outputs of the team.
Monitors and supports the complex information technology and systems
infrastructures.
Conducts analysis including planning, designing, and evaluating a variety of
complex information technology tools.
Troubleshoots and resolves unique or complex problems in an efficient manner.
Performs root cause analysis and diagnostics on the more unique or complex
production systems.
Administers and runs complex tests on operating system and related software.
Overall responsibility for leading the program, department, or functional
area as designated. Oversees, directs, and mentors subordinate staff;
communicates job expectations and enforces organizational policies,
procedures and core values; responsible for recruiting staff, approving
timecards, and conducting performance reviews and disciplinary measures.

Requirements

• Bachelor’s Degree in IT, Computer Science or a related field preferred.
• 3-6 years of experience in Information Technology with 0-2 years of experience managing IT staff.
• T3/T5 equivalent eligible.
• Security+
• Must have strong communication skills and be able to effectively communicate technical issues.
• Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
• Advanced knowledge of issued hardware and/or software products and excellent working knowledge of personal computers and peripherals required.
• Ability to get team members to work together to accomplish tasks.
• Stays up to date technically and applies new knowledge to job.
• Ability to think long-term and establish achievable action plans.
• Actively looks for ways to help people in the most efficient manner.
• Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Understands the implications of new information for both current and future problem-solving and decision-making.

Nice To Haves

• DevSecOps
• Cloud (i.e. Azure, AWS, Google)

Responsibilities

• Supervises and coordinates activities of a team of IT members engaged in Intake requests from email or phone, review issues, assign work to appropriate team and resource, confirm priority of work and document impact of the situation.
• Track aging tickets and follow up with teams for closure.
• Responsible for team productivity to ensure maximum output with a high Customer Satisfaction rating.
• Analyzes performance indicators such as number of transactions per second, response time, and number of programs being processed to ensure systems are operating efficiently.
• Studies problems and capabilities, and develops solutions for improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency.
• Provides recommendations on short term systems projects/plans.
• Prepares operational forecasts and requirements for data processing, systems development, and communications.
• Oversees the conduct of feasibility studies for systems improvement and the preparation of systems project proposals.
• Ensures compliance with policies, processes and procedures governing team deliveries to achieve work outputs of the team.
• Monitors and supports the complex information technology and systems infrastructures.
• Conducts analysis including planning, designing, and evaluating a variety of complex information technology tools.
• Troubleshoots and resolves unique or complex problems in an efficient manner.
• Performs root cause analysis and diagnostics on the more unique or complex production systems.
• Administers and runs complex tests on operating system and related software.
• Overall responsibility for leading the program, department, or functional area as designated.
• Oversees, directs, and mentors subordinate staff
• Communicates job expectations and enforces organizational policies, procedures and core values
• Responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level