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 team's 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

Requirements

• 8+ years IT support experience
• 3-5 years HelpDesk management
• 4+ years team leadership
• English communication skills
• Customer service excellence
• Mentoring abilities
• Conflict resolution
• Multitasking
• Windows 11 proficiency
• ServiceDesk ticketing systems
• ITSM platforms (ServiceNow)
• Bachelor's degree
• ITILv4 certification
• Analytical skills
• Problem-solving capabilities

Preferred Qualifications

• Bachelor's in CS/IT
• Industry certifications (Microsoft, Cisco, CompTIA)
• ITILv4 certification
• Continuous certification development

Benefits

• Flexible Time Off
• Medical, Dental, Vision Insurance

About the Company

J.S. Held is a global consulting firm combining technical, scientific, financial, and strategic expertise to advise clients seeking to realize value and mitigate risk. We provide comprehensive services to help clients navigate complex situations. We are seeking a ServiceDesk Tier I Lead to join our team!