Service Desk ConsultantLead
Service Desk ConsultantLead
Posted on :
04-03-2025
Employer Active
1 Vacancy
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Job Description
Title Service Desk Consultant/Lead
Location Raleigh NC
Fulltime Direct Hire
Job Summary:
The Service Desk Consultant/Lead is responsible for overseeing IT service desk operations ensuring efficient resolution of technical issues and improving service delivery. This role involves leading a team of support analysts optimizing IT support processes and implementing best practices to enhance user experience and IT efficiency.
Key Responsibilities:
Service Desk Management:
- Oversee daytoday IT support operations ensuring timely resolution of incidents and service requests.
- Implement ITIL best practices for incident problem and change management.
- Monitor and improve Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Team Leadership & Training:
- Lead mentor and coach service desk analysts and technicians.
- Conduct training sessions to improve troubleshooting skills and customer service.
- Manage shift schedules to ensure consistent IT support coverage.
Technical Support & Process Improvement:
- Analyze recurring issues and drive root cause resolution.
- Optimize service desk workflows and recommend automation/selfservice solutions.
- Collaborate with IT teams (infrastructure security applications) to resolve complex issues.
Stakeholder & Customer Engagement:
- Act as the primary point of contact between IT support and business teams.
- Conduct regular meetings with stakeholders to review service desk performance.
- Provide reports and insights on service desk operations and trends.
IT Asset & Knowledge Management:
- Maintain accurate records of IT assets licenses and software.
- Develop and maintain a knowledge base for common issues and resolutions.
Security & Compliance:
- Ensure compliance with IT security policies and industry standards (e.g. ITIL ISO 27001.
- Implement security best practices to protect IT assets and data.
Required Skills & Qualifications:
- Education: Bachelors degree in IT Computer Science or a related field (preferred).
- Experience: 5 years in IT service desk/support roles with leadership experience.
- Certifications (Preferred): ITIL Foundation Microsoft Certified: Modern Desktop Administrator HDI Support Center Manager.
- Technical Skills: Troubleshooting Windows/MacOS Active Directory networking fundamentals.
- Soft Skills: Strong leadership communication problemsolving and customer service skills.
Employment Type
Full Time
Key Skills
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