ITC Worldwide IT Service Management Lead
1 month ago
We're seeking a skilled IT Service Management Lead to oversee our technical help desk and incoming tickets. As a key member of our team, you'll handle incident management, strategize efficient workflows, and develop innovative solutions to enhance user experience and optimize technology resources.
As the primary point of contact for all IT-related inquiries and issues, you'll ensure smooth and effective technology operations, empowering staff to efficiently carry out their responsibilities. Your proven track record of providing exceptional IT support and excellent communication, problem-solving, and leadership skills will make you a valuable asset to our organization.
Key Responsibilities
- Coordinate administrative and technical workloads for the help desk team, including communicating and enforcing procedures, coordinating training, and providing feedback on quality assurance and customer satisfaction.
- Manage all tickets in the ticket queue and calls escalated by Tier 1 Technical Support to ensure they are resolved or followed up on promptly and effectively.
- Provide updates on changing customer requirements and recommend solutions for tablet, laptop, and mobile device issues.
- Perform incident management, strategize efficient workflow, and ensure adequate staffing levels, including support for on-call needs and fill-in support from other team members to meet customer needs.
- Serve as the liaison between team members, client management, and company management.
- Develop processes and documentation for help desk procedures.
- Evaluate user satisfaction and service delivery processes to identify areas of improvement.
- Collaborate with Information Technology and Help Desk teams to discover innovative solutions to user support issues.
- Prepare reports on help desk metrics and present them to management to inform business decisions.
- Perform other duties as assigned.
Requirements
- Experience leading teams of technical IT staff.
- Knowledge of call tracking and problem management software applications such as Jira Service Management Cloud.
- Knowledge of IT hardware and software troubleshooting.
- Knowledge of End-user hardware, software, and operating systems.
- Knowledge of industry standards surrounding help desk reporting.
- Ability to analyze data and communicate metrics related to help desk.
- Ability to communicate effectively in written and oral communications.
- Ability to manage time and effectively delegate tickets based on priorities.
We offer a competitive benefits package, including a pension, health HMO, and a corporate benefits package after vesting. If you have experience leading teams, knowledge of IT service management, and excellent communication skills, please apply for this exciting opportunity to join our team at ITC Worldwide.
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