IT Service Desk Line Leader

US-NY-Painted Post
1 month ago
Job ID
2017-27569
Category
Helpdesk
Position Type
Contract (Full-Time)
# of Openings
1

Overview

Position: IT Service Desk Line Leader
MUST SIT ON SITE in Painted Post, NY

Responsibilities

  • Provide leadership and supervisory duties including monitor and review daily operations of the Service Desk Contact Center Team. Provide direction setting and recommend improvements, achieve results through collaborative goal setting and agreed upon objectives. Act as an advisor to resources regarding tasks, operations and projects. Propose and implement solutions to routine problems with minimal direction from supervisor. 
  • As needed, schedule employees working times and provide backup support to the Team Leader. Provide data and reporting of KPI’s and trends to Service Operations department and others in ad-hoc, weekly, monthly and as needed. 
  • Train, coach and mentor Service Desk agents. 
  • Ensure compliance with Service Desk Operations procedures. Responsible for screening, referring and diagnosing internal inquires and work requests. 
  • Maintain, monitor and report on team and individual performance metrics and leverage them to drive team behavior. Provide monthly status reports, attend / facilitate Service Desk team meetings, and ensure proper handling of service desk tickets.

Qualifications

Travel Requirements:  Limited domestic and international travel as needed

Hours of work/work schedule/flex-time:  Monday to Friday, 8am-5pm -
(Afterhours: Ad-hoc team notifications/issues)

Required Education:  2 year required 4 year preferred

Required Years and Area of Experience:
3-5 years of IT experience

Required Skills:
- Ability to work and manage within defined process and procedures
- Experience in managing metrics with a solid understanding of SLA’s
- Ability to review current processes and approaches and re-engineer when necessary. Stay current with technology and trends
- The ability to be flexible and adapt to change

Desired Skills:
- Experience managing contingent workforce, including performing 1:1 discussions is preferred
- Familiarity with ServiceNow ticketing system and reporting
- Excellent communication skills, both written and verbal

Soft Skills (Communication/Team/Leadership):
- Familiarity with ITIL framework a plus

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