CAREER PORTAL

Service Desk Team Lead

Service Desk Team Lead
Cincinnati, OH
6 months Contract to Hire

Responsibilities:

• Conduct a Quality Assessment to evaluate the effectiveness of existing Service Desk processes and identify areas for improvement.
• Define and implement process changes to enhance efficiency, response times, and service quality.
• Lead the transition of IT Service Desk operations, ensuring minimal disruption and alignment with business objectives.
• Establish clear transition roadmaps, milestones, and risk mitigation strategies.
• Lead, coach, and mentor a team of service desk technicians, providing guidance and support to ensure the team meets or exceeds performance targets.
• Monitor service desk performance, ensuring that team members follow procedures and deliver quality customer service, Conduct regular one-on-one meetings, performance reviews, and training to develop skills and address performance issues.
• Oversee the handling of IT service requests and incidents, ensuring timely resolution and proper escalation when necessary.
• Ensure that service desk operations adhere to defined SLA (Service Level Agreement) standards.
• Evaluate and improve existing service desk processes, workflows, and knowledge management systems to increase efficiency and effectiveness.
• Maintain up-to-date documentation on standard operating procedures, troubleshooting guides, and FAQs.
• Act as a subject matter expert for service desk team members, providing advanced technical support as needed.
• Handle escalated issues that require higher levels of expertise, ensuring that resolutions are met in a timely and efficient manner.
• Ensure that all issues are properly logged, tracked, and resolved within the organization's guidelines and policies.
• Generate and analyze service desk performance reports, identifying trends, recurring issues, and areas for improvement.
• Maintain high levels of customer satisfaction by ensuring clear, professional communication with end-users and providing prompt solutions to their IT issues.
• Handle complex or sensitive customer complaints with professionalism and resolve issues promptly.
• Lead onboarding and continuous training for service desk team members, keeping them up-to-date on new technologies and processes.

 
Qualifications:

• Minimum of 3-5 years of experience in a service desk or IT support role, with at least 1-2 years of leadership or supervisory experience.
• ITIL Certification required, other industry certifications such as HDI, CompTIA A+, or Microsoft Certified Professional (MCP) are a plus.
• Experience in performing a quality assessment of a Service Desk to identify service improvements
• Experience in leading a Service Desk transition.
• Strong technical knowledge of IT systems, hardware, software, and networks.
• Proficiency with IT service management tools, preferably JIRA (e.g., ServiceNow, Zendesk).
• Familiarity with troubleshooting and resolving issues related to operating systems (Windows, macOS, Linux), applications, and network infrastructure.
• Experience with Satellite phones (Divi stick, Starlink) is a plus
• Knowledge of automation and AI-driven Service Desk solutions.
• Excellent communication and interpersonal skills, with the ability to convey technical information to non-technical users.
• Strong leadership and team-building skills, with the ability to motivate and inspire others.
• Exceptional problem-solving and decision-making skills.
• Ability to work under pressure and handle multiple tasks simultaneously.
  

Estimated Min Rate: $120000
Estimated Max Rate: $140000

Note: Any pay ranges displayed are estimations.  Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description.  All qualified applicants are welcome to apply.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Visit  https://www.yoh.com/applicants-with-disabilities  to contact us if you are an individual with a disability and require accommodation in the application process.

For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.  All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.