ServiceDesk Tier I Lead

Responsibilities

• Monitor and distribute incoming tickets to ServiceDesk Agents
• Identify and assign priorities to incoming tickets
• Ensure customer service is timely and accurate based on KPIs and SLAs
• Maintain quality KPIs on a healthy level conduct actions when negative trends are detected
• Train and support ServiceDesk Tier I agents
• Monitor Aged tickets and SLA violated tickets
• Develop daily weekly and monthly reports on ServiceDesk teams productivity
• Analyze data on ticket trends performance and business metrics
• Become expert in our ticketing system and competent at training and developing others in the ticketing system
• Other tasks as required which may include afterhours / on-call duties
• Supporting a team of help desk technicians
• Communicating with clients and providing in-person and phone support if required
• Troubleshooting and resolving technical issues
• Managing escalations and ensuring any issues are resolved in a timely manner collaboratively with Tier II Tier III and level 2 support IT groups
• Making recommendations to improve operational efficiency
• Continuation managing existing services (OnBoarding OffBoarding Chat Support Appointments)
• Lead and mentor the ServiceDesk Tier I team fostering a culture of continuous improvement and excellence
• Develop and implement best practices and standard operating procedures for the ServiceDesk
• Collaborate with other IT teams to streamline processes and enhance overall service delivery
• Conduct regular performance evaluations and provide constructive feedback to team members
• Participate in project planning and implementation related to ServiceDesk improvements

Qualifications :

Essential Knowledge Skills and Qualifications:

• Minimum eight years of IT support experience including 3 to 5 years in HelpDesk or Call Center management and at least four years leading teams.
• Proven competency in written and verbal English communication and customer service excellence.
• Strong mentoring training conflict resolution and interpersonal abilities.
• Skilled in multitasking high-pressure environments and independent work with minimal supervision.
• Advanced proficiency in MS Office Suite (Excel PowerPoint Outlook Word) and Windows 11; extensive experience with ServiceDesk ticketing systems remote support software cloud solutions (Box Adobe Cloud) Azure AD Intune M365 Admin Console Exchange and ITSM platforms such as ServiceNow.
• Bachelors degree in Computer Science Information Technology or related field required; advanced degree and ITILv4 Certification preferred.
• Demonstrated analytical troubleshooting decision-making and problem-solving capabilities.
• Consistent employment history in corporate support roles (minimum two to three years).

ADDITIONAL PREFERRED EXPERIENCE:

• A bachelors degree in computer science information systems or a related field
• Industry certifications (Microsoft Cisco CompTIA HDI etc.) are preferred
• ITIL v4 Certified
• Candidates will be expected to continue to earn industry certifications as part of this position

Additional Information :

Some of the Benefits We Have Include

J.S. Held understands all our employees are people and sometimes life needs flexibility. We work to always provide an environment that best supports and suits our teams needs.

Flexible Time Off policy 
Medical Dental and Vision Insurance   
Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

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EEO and Job Accommodations

We embrace diversity and our commitment to building a team and environment that fosters professional and personal enrichment is unwavering. We are greater when we are equal!

J.S. Held is an equal opportunity employer that is committed to hiring a diverse workforce. All qualified applicants will receive consideration for employment without regard to sex gender identity sexual orientation race color religion national origin disability protected Veteran status age or any other characteristic protected by law.

If you are an individual with a disability and would like to request for a reasonable accommodation please email and include Applicant Accommodation within the subject line with your request and contact information.

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Remote Work :

Yes

Employment Type :

Full-time