Will be majority hands-on work and having the leadership experience will be a plus.

　　Degree highly required

　　ITIL Certification a plus

　　Service Desk experience

　　5-7 Years of service desk experience

　　Understanding KPIs and IFIM

　　Description:

　　From Hiring Manager:

　　Reinforce that this is a hands on position and will receive, work on and resolve incidents and requests just as the others do today. The lead is that the is the main Point of Contact for all service desk processes, escalations and coordination with the global IT Service desk team and teams in other locations. I wouldn’t want someone to believe they were walking into a people management solution and not be aware that they are also expected to carry similar responsibilities as others.

　　Respond to technical support requests, troubleshoot and resolve technical issues, and provide advice and guidance to customers.

　　Collaborate with other IT teams to resolve complex technical issues and escalate issues as necessary.

　　Oversee the day-to-day operations of the IT Service Desk, ensuring high levels of service delivery and customer satisfaction.

　　Identify and provide reporting on Key Performance Indicators and SLA’s for the Service Desk.

　　Manage and prioritize help desk ticket queues, ensuring all requests are addressed in a timely and effective manner.

　　Work closely with international IT Service Desk management to identify, standardize and coordinate IT Help Desk activities for a common service delivery strategy as well as continuous improvement.

　　Develop and maintain documentation and standard operating procedures for Help Desk processes and procedures.

　　Mentor and train Service Desk technicians, providing guidance and support to enhance their technical skills and knowledge.

　　Perform other related duties as required.

　　Stay up-to-date with industry trends and best practices, and implement new technologies and techniques as appropriate.

　　Additional Skills & Qualifications:

　　Bachelor's degree in Computer Science, Information Technology, or a related field.

　　5+ years of experience in an IT Help Desk or technical support role.

　　Understanding of ITIL, certification preferred.

　　Strong technical knowledge and experience with a wide range of technologies, including operating systems, hardware, software and networking.

　　Excellent customer service and interpersonal skills, with the ability to communicate technical information to non-technical customers.

　　Excellent organizational skills with the ability to multi-task.

　　Excellent written and verbal communication skills.

　　Excellent leadership skills, with the ability to motivate, mentor, and lead a team.

　　Ability to manage multiple tasks and prioritize effectively, with a strong attention to detail.

　　Strong problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues.

　　About TEKsystems:

　　We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

　　The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

　　We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email [email protected]. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.