What are the responsibilities and job description for the Service Desk Team Lead position at Practical Solutions, Inc.?
Roles-Responsibilities:
· Provide Tier 1 and Tier 2 support, escalating complex issues to Tier 3 when necessary, and ensure all support levels meet or exceed Service Level Agreement (SLA) targets.
· Manage the ServiceNow ITSM tool to deliver high-quality end-to-end services, including Incident, Problem, Knowledge, Asset, and Configuration Management.
· Provide comprehensive Service Desk Reporting and maintain up-to-date records in the ServiceNow ITSM tool.
· Manage the lifecycle activities related to IT asset management, including provisioning, operations, logistics, delivery, and support for workstations, mobile devices, and peripherals.
Experience:
· Minimum Experience: 15 Years
· Experience in managing Service Desk Operations – day to day operations.
· Experiencing meeting and exceeding Service Desk SLAs
· Experience leading a team responsible for addressing tickets in ServiceNow preferred.
Education:
· Bachelor’s degree Info Systems/ Relevant Field - Preferred
Certifications:
· Project Management PMP / Agile PM prior to onboarding
· CompTIA A within 6 months of onboarding
· One of: HDI-CSR, Microsoft 365: Modern Desktop Administrator Associate, or ITIL 4 Foundation Certification prior to onboarding
Job Type: Full-time
Pay: $27.10 - $29.74 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Education:
- Bachelor's (Required)
Experience:
- ServiceNow: 1 year (Required)
License/Certification:
- CompTIA A (Required)
- PMP (Required)
Willingness to travel:
- 25% (Preferred)
Work Location: On the road
Salary : $27 - $30