We're looking for a Team Lead – IT Service Desk

　　Working as part of the IT Operations team within Cornerstones Corporate IT organization, you will lead a small team of technicians providing in-office support in the EMEA region. You will partner with regional service desk team leads across the organization to align on standards and best practices. The ideal candidate for this role is a employee digital experience Champion who has experience who’s priority is to ensure the best possible support experience for Cornerstone employees.

　　In this role you will…

　　Build positive relationships with peers across regions to deliver exceptional support

　　Be an escalation point of contact for 1’st and 2 nd level support

　　Lead IT support specialist to provide exceptional support for EMEA offices as well as our worldwide remote office workers.

　　Site owner for regional offices (site operation, move, adds and changes)

　　Manages the team to perform tasks and deliver projects in a fast-paced environment, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution

　　Ensure team members follow all processes and policies; monitor and evaluate service performance

　　Develop tools and solutions to increase the operational efficiency of the IT Service management process with a focus on excellent user experience.

　　Partner with internal service owners and teams to evaluate technical solutions, provide recommendations, plan and execute the service enhancements.

　　Identify and implement left shift opportunities for service improvement, cost optimization, and increased efficiency.

　　You Have What It Takes If You Have…

　　Minimum 7+ years of technology proven experience in an IT support role.

　　Desirable certifications include: Hardware/software/network training and/or certification in systems (such as ITIL, Comptia A+/Network+, MCSA, Apple certification, etc...).

　　Scripting/Automation capability (Shell, Python, Perl PHP, C+++, Java etc)

　　Experience leading a small team.

　　Excellent customer service, organizational, prioritization, multitasking, communication, and leadership skills.

　　Strong understanding and experience supporting Windows and Mac environments, networking and collaboration tools (Chat, Video Conferencing rooms/systems and A/V devices).

　　Experienced with asset tracking and auditing.

　　Experience with procurement and vendor management

　　Strong End-to-end project management experience

　　Basic IDF and MDF or NOC experience

　　Strong interpersonal skills and ability to work with cross-functional teams, customers, and external vendors.

　　Ability to travel up to 25%

　　Ability to lift 50lbs and be on site 5 days a week. This is an onsite role and not a remote/hybrid position.

　　Championing the use of self-service IT resources, such as self-service support tools and knowledge base.

　　Manage event support, set up AV and live stream equipment.

　　Manage and update technical document standards, best practices, and policies.

　　Deliver projects related to corporate computing and software such as A/V, monitoring, and productivity suite.

　　Occasional weekend work and travel is required.

　　Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at [email protected]