Service Desk Lead (Contractor)

Cal Net Technology•San Francisco, CA

27d

About The Position

We are looking for a Service Desk lead to fulfill a 3 month contract position to augment our client's team. What You'll Do: This person will be responsible for managing ticket queues, leading a team of two contractors, and providing excellent customer service. They will handle Tier 2/3 technical escalations for systems such as Windows OS, Mac OS, Okta, Microsoft 365, Slack, and Zoom

Requirements

Ticket/queue management
Team leadership experience
Excellent customer service skills
Tier 2/3 technical skills with the following:
Windows OS
Mac OS
Okta - TIer 1/2 support
Microsoft 365 - Tier 2-3 support specifically with Sharepoint/Exchange/OneDrive
Slack
Zoom & Zoom Conference Rooms

Nice To Haves

Experience working in Labs and with lab systems is a plus but not required
Experience with FreshService - ability to do some light development and administration would also be a nice to have

Responsibilities

managing ticket queues
leading a team of two contractors
providing excellent customer service
handle Tier 2/3 technical escalations for systems such as Windows OS, Mac OS, Okta, Microsoft 365, Slack, and Zoom

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