About the job Service Desk Consultant/Lead
Title - Service Desk Consultant/Lead
Location- Raleigh, NC
Fulltime Direct Hire Job Summary: The
Service Desk Consultant/Lead is responsible for overseeing IT service desk operations, ensuring efficient resolution of technical issues, and improving service delivery. This role involves leading a team of support analysts, optimizing IT support processes, and implementing best practices to enhance user experience and IT efficiency.
Key Responsibilities: Service Desk Management: - Oversee day-to-day IT support operations, ensuring timely resolution of incidents and service requests.
- Implement ITIL best practices for incident, problem, and change management.
- Monitor and improve Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Team Leadership & Training: - Lead, mentor, and coach service desk analysts and technicians.
- Conduct training sessions to improve troubleshooting skills and customer service.
- Manage shift schedules to ensure consistent IT support coverage.
Technical Support & Process Improvement: - Analyze recurring issues and drive root cause resolution.
- Optimize service desk workflows and recommend automation/self-service solutions.
- Collaborate with IT teams (infrastructure, security, applications) to resolve complex issues.
Stakeholder & Customer Engagement: - Act as the primary point of contact between IT support and business teams.
- Conduct regular meetings with stakeholders to review service desk performance.
- Provide reports and insights on service desk operations and trends.
IT Asset & Knowledge Management: - Maintain accurate records of IT assets, licenses, and software.
- Develop and maintain a knowledge base for common issues and resolutions.
Security & Compliance: - Ensure compliance with IT security policies and industry standards (e.g., ITIL, ISO 27001).
- Implement security best practices to protect IT assets and data.
Required Skills & Qualifications: - Education: Bachelors degree in IT, Computer Science, or a related field (preferred).
- Experience: 5+ years in IT service desk/support roles, with leadership experience.
- Certifications (Preferred): ITIL Foundation, Microsoft Certified: Modern Desktop Administrator, HDI Support Center Manager.
- Technical Skills: Troubleshooting Windows/MacOS, Active Directory, networking fundamentals.
- Soft Skills: Strong leadership, communication, problem-solving, and customer service skills.