IT Service Desk Lead

48forty Solutions is the largest pallet management services company in North America. We provide end-to-end pallet solutions, from supply to retrieval, on-site services, reverse logistics, and packaging materials. 48forty Solutions is truly Pallet Management Made Simple. Our workforce is the heart and soul of our business.

Summary

The IT Service Desk Lead is responsible for overseeing the daily operations of the IT Service Desk team, ensuring efficient and effective technical support to all employees. This role involves managing Service Desk staff, resolving complex technical issues, and implementing best practices to enhance service delivery.

Essential Duties and Responsibilities

• Team Leadership: Supervise and mentor Service Desk staff, providing guidance and support to ensure high performance and professional development.
• Technical Support: Address and resolve escalated technical issues, ensuring timely and effective solutions.
• Process Improvement: Develop and implement Service Desk policies, procedures, and best practices to improve service quality and efficiency.
• Customer Service: Maintain a high level of customer satisfaction by ensuring prompt and courteous responses to all support requests.
• Reporting: Generate and analyze Service Desk performance reports, identifying trends and areas for improvement.
• Collaboration: Work closely with other IT teams and departments to ensure seamless integration and support of IT systems and services.
• Training: Conduct training sessions for Service Desk staff and end-users on new technologies and best practices.
• Inventory Management: Oversee the management of IT assets, including hardware and software inventory.

Experience and Qualifications

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience: Minimum of 5 years of experience in IT support, with at least 2 years in a supervisory or lead role.
• Technical Skills: Proficiency in troubleshooting hardware and software issues, knowledge of network and server administration, and familiarity with ITIL best practices.
• Soft Skills: Excellent communication, problem-solving, and organizational skills. Ability to work under pressure and manage multiple tasks simultaneously.
• Certifications: Relevant certifications such as CompTIA A , ITIL, or Microsoft Certified Professional (MCP) are a plus.

Benefits

• Competitive Pay
• Holiday Pay
• Referral Bonuses
• Long-Term Career Advancement
• Great Team Environment
• Paid Time Off
• Full-time employees eligible for Medical, Dental, Vision, Basic Life, AD&D and Short-Term & Long-Term Disability insurance on the 1st of the month following 60 days of employment
• 401(k) Retirement Plan after 90 days

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift, up to 35 pounds as needed
• The noise level in the work environment is usually moderate
• This is a hybrid position working 3 days in the office and 2 days from home
• Ability to travel as needed

48forty Solutions is an equal opportunity employer.