Job Description
Job DescriptionWe are looking for an experienced IT Service Desk Lead to manage and improve service desk operations within our organization. This contract position is based in Encinitas, California, and offers an opportunity to oversee IT processes, drive efficiency, and ensure exceptional support for end users. The ideal candidate will possess strong leadership skills and expertise in ITIL processes, along with a commitment to delivering high-quality service.
Responsibilities:
• Oversee ITIL processes, including incident, service, problem, and asset management, ensuring alignment with organizational standards.
• Identify opportunities for service desk process improvements, develop detailed documentation, and communicate updates to stakeholders.
• Collaborate with IT teams to ensure smooth implementation and support for changes to applications, infrastructure, and services.
• Supervise and develop service desk staff, ensuring adequate resources and skills to meet service level expectations.
• Monitor and manage incoming incidents, ensuring timely and effective resolution of end-user issues.
• Configure and maintain service desk tools to support ITIL processes and optimize workflow efficiency.
• Promote the creation and maintenance of knowledge documentation to empower users to resolve common issues independently.
• Conduct root cause analysis for problems, compile reports, and collaborate with stakeholders to prevent recurrence.
• Research emerging technologies, services, and standards to enhance IT service management practices.
• Analyze service desk data and create dashboards to evaluate process health and customer service levels.• Proficiency in Active Directory and Microsoft Windows 10.
• Strong troubleshooting skills for hardware, software, and network connectivity issues.
• Experience with service desk ticket management systems, such as Freshdesk.
• In-depth knowledge of ITIL processes and best practices.
• Ability to multitask effectively in a fast-paced environment.
• Proven leadership and supervisory experience in an IT service desk environment.
• Excellent communication skills to interact with team members and stakeholders.
• Commitment to continuous improvement and customer service excellence.