Service Desk Lead

Materion Corporation•Cleveland, OH

About The Position

At Materion, everyone is included, respected and offered opportunity to grow. Join us! The IT Service Desk Lead will assist the Service Desk manager with process improvements, training technicians, respond to customer inquiries/escalations, and assist with resolving issues and complaints. This position will implement procedures to create and maintain an efficient, managed technical environment that provides high-quality services and proactively anticipates and addresses issues. This service-oriented position requires excellent customer service and a breadth of technical skills. You will have an opportunity to: Assist service desk technicians with managing their tickets queue and assist with complex issues. Ensure they complete tickets meeting the Service Level Agreement and following documented IT Infrastructure Library policies and procedures. Monitor and review calls and tickets between customers and technicians to ensure follow ups are happening and they are user friendly Resolve level 1, 2 and 3 tickets on a “fill-in” basis when needed. Perform root cause / Corrective actions to permanently eliminate recurring issues. Stay informed of what is happening on the service desk real time and adjust staffing and efforts to adapt to current demands Ensure technicians are informed about changes to Information Technology services, procedures, and policies. Complete training on new and existing processes with all technicians Prepare, review, approve knowledge-based documents based on documented process. Identifies opportunities to update or improve customer service procedures and makes recommendations to the Desktop Services Manager Manage/improve the IT Ticketing System

Requirements

Bachelor’s degree in Computer Science, Information Technology, or related degree is required. Extensive and proven technical on-the-job experience and practical knowledge could replace academic experience
Minimum of three years of experience in IT Service Desk and minimum of one year of lead experience
Minimum of three years of experience in Windows PC and server environment
Technical knowledge of current company standard applications and network operations including but not limited to: Windows 10, Office 365, Teams, SharePoint, OneDrive, SCCM, Software Center, TCP/IP, Windows Server (2012-current), Lotus Notes, DNS, and DHCP
Practical operating knowledge of Ethernet and WAN technology required
Experience using ITIL
Experience using and managing an IT ticketing system
The selection of the person to be hired for this position is contingent on the candidate having export compliance eligibility for access to U.S. controlled technology which comes under the licensing jurisdiction of the U.S. Department of State, International Traffic in Arms Regulations (ITAR) and the U.S. Department of Commerce, Export Administration Regulations (EAR). The candidate selected will have to qualify as either a U.S. citizen, a U.S. National, a lawful permanent resident of the U.S., a Person Admitted into the U.S. as an Asylee or Refugee., a National of a country that is not prohibited from having access to U.S. controlled technology (via a letter of assurance), or a Person to be approved for an export license by the governing agency whose technology comes under its jurisdiction.
Please understand that any job offer that requires approval of an export license will be conditional on Materion’s determination that it will be able to obtain an export license in a time frame consistent with Materion’s business requirements.

Responsibilities

Assist service desk technicians with managing their tickets queue and assist with complex issues.
Ensure they complete tickets meeting the Service Level Agreement and following documented IT Infrastructure Library policies and procedures.
Monitor and review calls and tickets between customers and technicians to ensure follow ups are happening and they are user friendly
Resolve level 1, 2 and 3 tickets on a “fill-in” basis when needed.
Perform root cause / Corrective actions to permanently eliminate recurring issues.
Stay informed of what is happening on the service desk real time and adjust staffing and efforts to adapt to current demands
Ensure technicians are informed about changes to Information Technology services, procedures, and policies.
Complete training on new and existing processes with all technicians
Prepare, review, approve knowledge-based documents based on documented process.
Identifies opportunities to update or improve customer service procedures and makes recommendations to the Desktop Services Manager
Manage/improve the IT Ticketing System