Job Description

Key Responsibilities Team Leadership: Lead, mentor, and supervise a team of service desk technicians. Assign and monitor work assignments, ensuring timely resolution of all tickets. Conduct performance reviews and provide feedback to team members. Foster a positive and collaborative team environment. Service Desk Operations: Manage the day-to-day operations of the service desk, including incident management, problem resolution, and change management. Monitor service desk performance metrics (e.g., response times, resolution times, customer satisfaction). Analyze service desk trends and identify areas for improvement. Develop and implement strategies to improve service desk efficiency and effectiveness. Technical Support: Provide advanced technical support to end-users on a variety of hardware and software issues. Troubleshoot complex technical problems and escalate issues to higher-level support when necessary. Maintain a strong understanding of company IT infrastructure and applications. Customer Service: Ensure that all end-users receive prompt, courteous, and professional support. Build and maintain strong relationships with end-users. Proactively identify and address potential service disruptions. Process Improvement: Continuously review and improve service desk processes and procedures. Implement new technologies and tools to improve service desk efficiency. Develop and maintain knowledge base articles and other documentation. Qualifications Education: Bachelors degree in Computer Science, Information Systems, or a related field preferred. Experience: 5+ years of experience in an IT support role, with at least 2 years of supervisory experience. Technical Skills: Strong understanding of Windows and macOS operating systems. Experience with common desktop applications (e.g., Microsoft Office Suite). Familiarity with Active Directory, Exchange, and other common IT infrastructure components. Experience with ticketing systems (e.g., ServiceNow, Jira Service Desk). Other Skills: Excellent communication and interpersonal skills. Strong leadership, mentoring, and coaching skills. Ability to work independently and as part of a team. Strong problem-solving and analytical skills. Excellent customer service orientation. Ability to handle stress effectively and prioritize tasks. Key Responsibilities Team Leadership: Lead, mentor, and supervise a team of service desk technicians. Assign and monitor work assignments, ensuring timely resolution of all tickets. Conduct performance reviews and provide feedback to team members. Foster a positive and collaborative team environment. Service Desk Operations: Manage the day-to-day operations of the service desk, including incident management, problem resolution, and change management. Monitor service desk performance metrics (e.g., response times, resolution times, customer satisfaction). Analyze service desk trends and identify areas for improvement. Develop and implement strategies to improve service desk efficiency and effectiveness. Technical Support: Provide advanced technical support to end-users on a variety of hardware and software issues. Troubleshoot complex technical problems and escalate issues to higher-level support when necessary. Maintain a strong understanding of company IT infrastructure and applications. Customer Service: Ensure that all end-users receive prompt, courteous, and professional support. Build and maintain strong relationships with end-users. Proactively identify and address potential service disruptions. Process Improvement: Continuously review and improve service desk processes and procedures. Implement new technologies and tools to improve service desk efficiency. Develop and maintain knowledge base articles and other documentation. Qualifications Education: Bachelors degree in Computer Science, Information Systems, or a related field preferred. Experience: 5+ years of experience in an IT support role, with at least 2 years of supervisory experience. Technical Skills: Strong understanding of Windows and macOS operating systems. Experience with common desktop applications (e.g., Microsoft Office Suite). Familiarity with Active Directory, Exchange, and other common IT infrastructure components. Experience with ticketing systems (e.g., ServiceNow, Jira Service Desk). Other Skills: Excellent communication and interpersonal skills. Strong leadership, mentoring, and coaching skills. Ability to work independently and as part of a team. Strong problem-solving and analytical skills. Excellent customer service orientation. Ability to handle stress effectively and prioritize tasks.