The Service Desk Lead oversees the daily operations of the IT service desk, ensuring efficient and effective handling of user support requests. This role involves managing a team of service desk professionals, developing and implementing service desk processes, and continuously improving service delivery to enhance user satisfaction. The ideal candidate will have strong leadership skills, a deep understanding of IT service management, and a passion for providing excellent customer service.
Key Accountabilities/Deliverables:Team Leadership and Management:
- Lead, manage, and mentor a team of service desk professionals, ensuring high performance and professional development.
- Set clear goals, objectives, and performance expectations for the team.
- Foster a positive and collaborative work environment, promoting teamwork and knowledge sharing.
Service Desk Operations:
- Oversee the day-to-day operations of the IT service desk, ensuring efficient handling of support requests, incidents, and service requests.
- Develop and enforce service desk policies, procedures, and service level agreements (SLAs) to ensure timely and accurate support delivery.
- Monitor service desk performance metrics and KPIs, such as response time, resolution time, customer satisfaction, and ticket escalation rates.
- Identify areas for improvement and implement strategies to enhance service desk operations.
- Manage and operate a team of service desk engineers.
- Handle vendor management and negotiate vendor contracts.
- Identify automation opportunities and contribute to development.
- Optimize service costs with a focus on driving self-service capabilities.
- Measure and report on quality, including the development of KPIs and KRIs.
- Manage and maintain service desk software to facilitate efficient ticket handling and reporting.
- Oversee the management of the service desk knowledge base, ensuring it is regularly updated with accurate and useful information for both staff and users.
- Coordinate service desk staff scheduling to ensure adequate coverage during all operating hours.
Incident Management:
- Correlate, triage, and escalate incidents with widespread impact to the major incident management team.
- Service Request Fulfillment:
- Establish and maintain a process for handling service requests, ensuring timely delivery of requested services and solutions.
- Prioritize and assign service requests to team members based on skills, workload, and urgency.
- Monitor and report on service request fulfillment metrics, ensuring compliance with SLAs and customer expectations.
- Identify common service requests that can be automated or resolved directly by the service desk.
Continuous Improvement:
- Regularly review and analyze service desk performance data to identify areas for improvement.
- Propose and implement process enhancements, automation, and self-service initiatives to improve service delivery and customer satisfaction.
- Stay updated with emerging technologies and industry best practices related to IT service management.
- Act as a linchpin for communication between the IT department and its users, facilitating a responsive and user-friendly IT support system.
Technical Knowledge and Understanding:- Strong understanding of IT service management (ITSM) principles, frameworks, and best practices, including practical application of ITIL processes.
- Broad technical knowledge across IT support domains, including endpoint support, operating systems, software applications, identity and access management, networking fundamentals, and troubleshooting methodologies.
- Knowledge of service desk technologies, ticketing platforms, knowledge management systems, and service automation capabilities.
- Understanding of service level management, operational metrics, key performance indicators (KPIs), and key risk indicators (KRIs).
- Knowledge of incident management, request fulfillment, problem management, and continuous service improvement practices.
- Familiarity with self-service technologies, workflow automation, and modern support delivery models.
- ITIL certification or equivalent service management training is preferred.
Experience:- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and professional experience.
- Experience leading, supervising, or managing teams within an IT service desk, end-user support, or technical support environment.
- Experience developing, implementing, and improving service desk processes, procedures, and operational standards.
- Experience managing service desk performance through the use of metrics, reporting, and service level agreements (SLAs).
- Experience driving continuous improvement initiatives, including automation, self-service adoption, and operational efficiency programs.
- Experience managing vendor relationships, support contracts, and third-party service providers.
- Demonstrated ability to communicate technical concepts effectively to both technical and non-technical audiences.
- Demonstrated leadership, coaching, problem-solving, and decision-making skills in a customer-focused support environment.
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At Core Specialty, you will receive a competitive salary and opportunities for professional development and advancement. We offer medical, dental, vision, and life insurances; short and long-term disability; a Company-match of 100% of a 6% contribution 401(k) plan; an Employee Assistance Plan; Health Savings Account, Flexible Spending Account, Health Reimbursement Account, and a wellness program
