Service Desk Lead 68939
Job Location:
Dallas, TX - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Function
Enterprise ApplicationsWere Hitachi Digital Services a global digital solutions and transformation business with a bold vision of our worlds potential. Were people-centric and here to power good. Every day we future-proof urban spaces conserve natural resources protect rainforests and save lives. This is a world where innovation technology and deep expertise come together to take our company and customers from whats now to whats next. We make it happen through the power of acceleration.
Imagine the sheer breadth of talent it takes to bring a better tomorrow closer to today. We dont expect you to fit every requirement your life experience character perspective and passion for achieving great things in the world are equally as important to us.
Join a high-performing Global Service Desk team that serves as the first point of contact for IT support across a diverse customer base worldwide. Our team is dedicated to delivering exceptional end-user experiences through effective incident resolution proactive communication and continuous service improvement. Working in a fast-paced 24x7 environment you will collaborate closely with Infrastructure Network Cloud Application and End User Computing teams to ensure seamless IT operations while fostering a culture of accountability teamwork and customer excellence.
As a Service Desk Supervisor you will lead day-to-day Service Desk operations across multiple support channels including phone chat email and self-service portals supporting global customers. You will monitor ticket queues ensure compliance with SLAs and OLAs manage major incident communications and drive timely issue resolution. You will coach and develop Service Desk Analysts conduct ticket quality reviews oversee shift scheduling and resource allocation and ensure adherence to knowledge management and operational procedures. Additionally you will analyze KPI dashboards prepare customer and leadership reports and drive continuous service improvement initiatives focused on enhancing service quality operational efficiency and customer satisfaction.
- 10 years of experience in IT Service Desk Technical Support or End User Support environments.
- 3 to 5 years of experience leading or supervising Service Desk teams.
- Proven experience managing global or distributed 24x7 support operations.
- Strong leadership skills with expertise in coaching mentoring stakeholder management and conflict resolution.
- Hands-on experience with ServiceNow or similar ITSM platforms including reporting and dashboard creation.
- Knowledge of ITIL frameworks and Incident Request Problem and Change Management processes.
- Technical expertise in Microsoft 365 Active Directory/Azure AD Windows operating systems remote support tools and basic networking concepts.
- Strong understanding of Service Desk performance metrics including SLA Compliance First Call Resolution (FCR) Mean Time to Resolve (MTTR) Customer Satisfaction (CSAT) Ticket Reopen Rate Backlog Aging Agent Utilization Quality Audit Scores and Knowledge Management effectiveness.
- Experience driving Continuous Service Improvement (CSI) initiatives and operational excellence.
- Excellent verbal and written communication skills with a strong customer-focused mindset.
Were a global team of innovators. Together we harness engineering excellence and passion to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can make a positive impact on their industries and society. If you believe that innovation can bring a better tomorrow closer to today this is the place for you.
Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people which drives our innovation and growth.
We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued heard and safe to express themselves they do their best work.
We help take care of your today and tomorrow with industry-leading benefits support and services that look after your holistic health and wellbeing. Were also champions of life balance and offer flexible arrangements that work for you (role and location dependent). Were always looking for new ways of working that bring out our best which leads to unexpected ideas. So here youll experience a sense of belonging and discover autonomy freedom and ownership as you work alongside talented people you enjoy sharing knowledge with.
Were proud to say were an equal opportunity employer and welcome all applicants for employment without attention to race colour religion sex sexual orientation gender identity national origin veteran age disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process please let us know so that we can do our best to set you up for success.
About Company
Discover how Hitachi Rail is connecting the future of mobility through integrated rail solutions, across rolling stock, signalling, digital technology and more.
