Helpdesk Lead, ServiceNow

Position: Helpdesk Lead, ServiceNow

Location: Cleveland, OH

Duration: 6-month W2 contract

Description:

We are looking for a Helpdesk Supervisor with ServiceNow experience to oversee a team of technicians with the performance of their job duties, respond to customer inquiries, and assist with resolving issues and complaints. You will implement procedures to create and maintain an efficient, managed technical environment that provides high-quality services and proactively anticipates and addresses issues. This service-oriented position requires excellent customer service and a breadth of technical skills.

Responsibilities:

• Able to resolve all level 1-3 problems.
• Assist service desk technicians with managing their tickets queue and assist with complex issues. Ensure they complete tickets meeting SLAs and following documented ITIL policies and procedures.
• Monitor and review calls and tickets between customers and technicians to ensure follow ups are happening and they are end user friendly.
• Works with other teams in IT and system administrations to resolve issues.
• Ensure technicians are informed about changes to Information Technology services, procedures, and policies. Complete training on new and existing processes with all technicians.
• Prepares, review, approve knowledge-based documents based on documented process
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Desktop Services Supervisor
• Identifies opportunities to update or improve Service Desk Technicians operating procedures and makes recommendations to the Desktop Services Supervisor
• Be first escalation point after technician for a customer
• Assist with administering ITSM system

Required Skills:

• Bachelor’s degree in Computer Science, Information Technology, or related degree.
• Extensive and proven technical on-the-job experience and practical knowledge could replace academic experience.
• U.S. Citizen
• Minimum of three years’ experience in Windows PC and server environment
• Experience managing the ServiceNow platform, including its development, operation, maintenance, and education
• Providing support to end users, including troubleshooting, investigating, and resolving issues
• Technical knowledge of current company standard applications and network operations including but not limited to: Windows 10, Office 365, Teams, SharePoint, OneDrive, SCCM, Software Center, TCP/IP, Windows Server (2012-current), Lotus Notes, DNS, and DHCP.
• Practical operating knowledge of Ethernet and WAN technology required.
• Minimum three years of service desk experience
• Must be an excellent communicator with management, end users and other technicians. Must be skilled in creating and modifying documentation.
• Must demonstrate superior customer service skills, be self-motivated and well organized.
• Experience using ITIL
• Excellent time management, supervisory and organization skills.
• Excellent verbal and written communication skills
• Extensive knowledge of customer service procedures and principles
• Organized with attention to detail
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor
• Ability to coach and mentor Service Desk Technicians
• Proficient in Office 365