What are the responsibilities and job description for the Service Desk Lead position at CCS Global Tech?
Job Title: Service Desk Lead
Location: Thorton, CO onsite
Duration: 6 months
Project Scope:
The IT Service Desk Lead oversees the daily operations of the service desk team, ensuring the delivery of high-quality technical support services to end-users. This position acts as a key liaison between IT staff and business units, providing leadership, coordination, and support to resolve issues efficiently and ensure consistent service delivery.
Roles/Responsibilities:
● Lead and mentor the IT Service Desk team to ensure excellent customer service and technical support.
● Monitor and manage the ticketing system to ensure timely and accurate resolution of incidents and service requests.
● Act as an escalation point for complex or high-impact issues and ensure appropriate follow-up and communication.
● Collaborate with IT leadership to develop and implement service desk procedures, knowledge base articles, and performance metrics.
● Coordinate coverage schedules and manage daily workload distribution.
● Conduct regular performance reviews and training sessions for service desk staff.
● Analyze service desk trends and report findings to drive continuous improvement efforts.
● Ensure compliance with IT policies, procedures, and service level agreements (SLAs).
● Assist in onboarding and offboarding procedures for users, including account creation, hardware setup, and software installation.
Mandatory Skills:
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent work experience.
- 3 years of experience in IT support or service desk environment, including 1 year in a leadership or supervisory role.
- Strong knowledge of Windows/Mac/Chrome OS, networking basics, and hardware troubleshooting.
- Excellent communication, problem-solving, and customer service skills.
- Experience with ITSM tools (e.g., ServiceNow, HaloITSM, Zendesk, etc.)
Desirable Skills:
- ITIL Foundation certification.
- Familiarity with Active Directory, Google Workspace, mobile device management (MDM), and enterprise security protocols.
