Service Desk Lead

Less than 5 years experience  •  Financial Services

Salary depends on experience
Posted on 10/24/17
Davenport, IA
Less than 5 years experience
Financial Services
Salary depends on experience
Posted on 10/24/17

The Service Desk Lead is a member of the Customer Support team and isresponsible for leading the team of first level technical support analysts. He or she isresponsible for managing the day-to-daytechnology operations on the Level 1 External Service Desk to ensure service levels are met and firmtechnology policies and procedures are followed. The Service Desk Lead will provide technical guidance and consultation to Service Desk Analysts as well as external customers. The individual’s primary responsibility is to ensure that external customers are receiving appropriate technical assistance.  This includes the responsibility of managing procedures related to the identification and prioritization, and establishment and maintenance of strong customer relationships to align customer business needs with IT service offerings. He or she must have excellent customer service and communication skills, both written and oral, and must be able to communicate between technical and non-technical people at all levels within the Company. 

  • Manage the L1 External SD operation to optimize its efficiency and maximize support to the end-users
    • Supervise the operational level troubleshooting activity, identify cause of problems, and provide solutions to prevent further occurrences
    • Provide technical guidance and consults with other IT teams, Lines of Business, Senior Leadership, etc.
    • Manage workflow, SLAs, OLAs, ticket assignment and metrics review
    • Maintain and ensure compliance to firm policies, procedures, and standards
    • Work closely with Service Desk Manager and support projects and initiatives, as well as M&As
  • Leadership
    • Planning appropriate staffing levels
    • Interviewing, selecting, orientating and training new staff
    • Communicating performance expectations
    • Providing ongoing feedback, recognition, mentoring, and coaching
    • Delivering annual performance review
    • Creating career growth opportunities and employee development plans
  • Customer Relations
    • Manage, report, and identify improvement opportunities through monitoring of customer feedback through various channels (CSAT surveys, phone audits, requested escalations, etc.)
    • Work closely with in Information Technology to communicate customer issues/feedback and develop plans to incorporate changes, fixes, or improvements as identified

Change Management:

  • Participate in IT Change Management to ensure standard procedures are used for efficient and prompt handling of all changes to IT Services  to minimize impact of any related incidents upon service
  • Monitor, report on, and develop actions plans for IT trends including, but not limited to those related to deployments, upgrades, end user responsively, incident management instances, and industry trends
  • Communicate changes appropriately to support, IT, lines of business, and end users as needed
  • Facilitate escalation within the Service Desk and Information Technology, conduct technical calls, and provide backup to support staff as necessary
  • Other duties as assigned

Basic Qualifications:

  • Bachelor’s Degree in Information Systems, Business, Communications or related field or equivalent combination of skills and experience
  • 1-3 years’ experience providing direct user support in a call center environment required
  • 2-4 years strong hardware and software support background preferred
  • Ability to lead a group or team and give clear direction; demonstrated strong oral and written communication skills
  • Professional demeanor and displays personal and corporate integrity
  • Displays passion for and responsibility to the customer
  • Demonstrated ability to communicate, support, and implement change
  • Effective organization and time management skills
  • Ability to manage multiple tasks and projects simultaneously in a fast-paced, high-pressure environment
  • Ability to make independent judgments based on knowledge and experience within specialization
  • Ability to be solution oriented and to proactively manage and set user expectations
  • Detail oriented with strong organizational skills; Ability to provide technical support training
  • Ability to work in a highly collaborative environment and consult effectively with employees at all levels
  • Ability to work a flexible schedule, including on call shifts.

Preferred Qualifications:

  • Strives for excellence and process improvement opportunities
  • Knowledge with networking as well as experience in configuring and using various mail clients and IP-based desktop connections
  • Previous experience with CA Service Desk or other Service Desk incident tracking software
  • Broad technical knowledge of hardware and applications, not limited to, but including the following:
    • Windows2008 Server and above 
    • Windows 7 & 8  
    • MS Office 2007 and above 
    • PC hardware, printers and othernetwork equipment

Job ID req2284

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