What are the responsibilities and job description for the Service Desk Lead position at Greystone Technology?
Greystone Technology is looking for creative, self-accountable IT professionals to engage in our fast-paced, people-driven service model. Average IT people tend to be great at solving technical issues, but poor at understanding the true problems that need to be solved.
We’ve redesigned the way technology services are provided – from the ground up. We don’t start with solutions; we start with questions. Lots of them. Then we listen. Service providers have a well-earned reputation for sharing the answer before knowing the problem, resulting in businesses getting solutions they don’t need to problems they don’t have.
If you think differently, solve creatively, and love to connect with people, we want you to join our mission of digging deep and proving how meaningful IT services can be. It’s as common sense as it is revolutionary.
Core Responsibilities
The Service Desk Lead is responsible for overseeing daily operations of the service desk for a specific client, ensuring efficient incident response, ticket prioritization, and high service standards. They drive continuous improvement through performance monitoring, training needs identification, and collaboration with the internal client team to deliver a seamless user experience. This includes, but is not limited to:
Lead and motivate Technical Engineer(s) by setting and maintaining expectations & accountability on performance and KPIs
Schedule and manage shifts for adequate coverage during the hours of 6:00am to 7:00pm MST
Partner with the Service Manager on monthly one on one meetings to provide growth opportunities, course correcting, and other performance feedback
Provide consistent communication with the client’s internal team to facilitate collaboration and meet the needs of both parties
Monitor and prioritize the team’s ticket management and client documentation to ensure consistency with processes in our Service Delivery Handbook
Ensure the team is maintaining to our Service Level Agreement by responding to user requests from clients within 30 minutes
Build and implement service procedures and best practices to ensure consistent service delivery
Learning independently about the client’s ever-changing systems
Monitor and analyze data to identify areas of improvement and share with internal stakeholders
Traveling to the client location on a daily or weekly basis, depending on client’s needs
Act as a technical escalation point and mentor to other engineers within the team
Collaborate with other service line and departments to ensure an effortless experience for the client
Doing what it takes to provide an effortless experience to the end users to build trust and credibility with the client
Required Skills, Experience, and Attributes
The ability to diagnose, troubleshoot, and resolve intermediate technical issues
The ability to troubleshoot and support Microsoft platforms
An intermediate knowledge of networking principles, what they mean, and how they interact
The ability to diagnose, troubleshoot, and resolve intermediate network issues
Knowledgeable in supporting cloud solutions
Knowledgeable in Virtualization
Proficient in installing, diagnosing, and upkeep of peripheral devices
3 years’ experience in an IT help desk or desktop support environment
The ability to own complex technical problems and see them through to resolution
The ability to work in a directed autonomy environment
The ability to learn diverse systems, software, and applications within a business environment
An empathetic approach to solving client problems
A positive, courteous demeanor
A passion for solving problems
Receptive to candid feedback
Curiosity about technology and motivation to learn independently
Experience working with a Managed Service Provider or equivalent experience
Experience working in a ticketing management system
Experience with leading and motivating a technical team
Preferred Skills, Experience, and
Attributes
Intermediate knowledge of Apple, Mac OS, and iOS troubleshooting experience a plus
Knowledge of ITIL framework
Experience working in a ticketing management system is a plus
An awareness of how technology impacts business
Professional confidence
An aptitude towards service
Ability to learn from experience
Career Path Opportunities
The Service Desk Lead role offers career advancement opportunities. Depending on performance, technical skills, and soft skills, individuals in this role may progress to positions such as Technical Consultant, Lead Technical Consultant, Project Engineer 1, or Project Consultant but may also find opportunities in other areas of the organization.
Physical Requirements
Work is primarily sedentary but requires exertion and lifting of up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Occasional crawling, kneeling, and squatting. Repetitive use of computer (keyboard/mouse), and phone. Visually inspects, prepares, and analyzes data & figures; views computer constantly. Frequent travel (car). Occasional exposure to outdoor environmental conditions from travel.
We are proud to be recognized as one of the top workplaces in Denver. In fact, it’s Greystone Technology team members themselves who say our company is a great place to work. We’ve created an inviting workspace that fosters a culture of collaboration, inclusion, innovation, and excitement.
Some of the things our team members enjoy including:
Competitive wages | The salary range is expected to start at $70,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.
Generous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer contributions
Maternal and paternal leave
Very generous paid time off program that is unique to the IT industry
Sustainable work-life balance and flexibility
Yearly work anniversary rewards
Fun company events, including chili cook-offs, annual company photoshoot, monthly happy hours, cup in hand kickball league, and more!
We’re looking for smart, highly-skilled, passionate people to help us do something daring, difficult, and incredibly rewarding. If you are ready to learn, be inspired, solve problems, grow professionally, and unleash your talent. Come as you are and apply today!
How to Apply:
We get a lot of job applications and unfortunately, most of them get nothing more than a quick once-over. Please include the usual - a resume and a cover letter, and anything else that will show us that you are interested in and qualified for this specific position. Tell us stories. Show us as much as you can about who you are. Make us panic about the fact that we haven't already hired you. Learn to use Facebook privacy settings or better yet just un-tag yourself in that one picture (you know which one) and then become a fan of our page. Tell us your salary requirements and what kind of cookies we should bake for you on your birthday.
How to Apply for Internal Role:
Interested in another role at Greystone? Please review the following guidelines to successfully apply for an internal role.
Before applying, kindly inform your leader of your intention to pursue the role. Craft and upload a concise cover letter, articulating your interest in the role at Greystone and highlighting what you’ve accomplished in your current position at Greystone. Add some of your flare into the cover letter! Skip the resume this time; we've got it covered. Once you hit submit, our People team will reach out. We're thrilled about the potential growth opportunity for you!
Afraid you’re missing a technological requirement? Apply anyhow. We’re probably okay with teaching you some stuff if you’re as obsessive about customer service as we are.
Greystone Technology is committed to creating an inclusive environment and is proud to be an equal opportunity employer. We recruit, employ, train, compensate, and promote regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
We’ve redesigned the way technology services are provided – from the ground up. We don’t start with solutions; we start with questions. Lots of them. Then we listen. Service providers have a well-earned reputation for sharing the answer before knowing the problem, resulting in businesses getting solutions they don’t need to problems they don’t have.
If you think differently, solve creatively, and love to connect with people, we want you to join our mission of digging deep and proving how meaningful IT services can be. It’s as common sense as it is revolutionary.
Core Responsibilities
The Service Desk Lead is responsible for overseeing daily operations of the service desk for a specific client, ensuring efficient incident response, ticket prioritization, and high service standards. They drive continuous improvement through performance monitoring, training needs identification, and collaboration with the internal client team to deliver a seamless user experience. This includes, but is not limited to:
Lead and motivate Technical Engineer(s) by setting and maintaining expectations & accountability on performance and KPIs
Schedule and manage shifts for adequate coverage during the hours of 6:00am to 7:00pm MST
Partner with the Service Manager on monthly one on one meetings to provide growth opportunities, course correcting, and other performance feedback
Provide consistent communication with the client’s internal team to facilitate collaboration and meet the needs of both parties
Monitor and prioritize the team’s ticket management and client documentation to ensure consistency with processes in our Service Delivery Handbook
Ensure the team is maintaining to our Service Level Agreement by responding to user requests from clients within 30 minutes
Build and implement service procedures and best practices to ensure consistent service delivery
Learning independently about the client’s ever-changing systems
Monitor and analyze data to identify areas of improvement and share with internal stakeholders
Traveling to the client location on a daily or weekly basis, depending on client’s needs
Act as a technical escalation point and mentor to other engineers within the team
Collaborate with other service line and departments to ensure an effortless experience for the client
Doing what it takes to provide an effortless experience to the end users to build trust and credibility with the client
Required Skills, Experience, and Attributes
The ability to diagnose, troubleshoot, and resolve intermediate technical issues
The ability to troubleshoot and support Microsoft platforms
An intermediate knowledge of networking principles, what they mean, and how they interact
The ability to diagnose, troubleshoot, and resolve intermediate network issues
Knowledgeable in supporting cloud solutions
Knowledgeable in Virtualization
Proficient in installing, diagnosing, and upkeep of peripheral devices
3 years’ experience in an IT help desk or desktop support environment
The ability to own complex technical problems and see them through to resolution
The ability to work in a directed autonomy environment
The ability to learn diverse systems, software, and applications within a business environment
An empathetic approach to solving client problems
A positive, courteous demeanor
A passion for solving problems
Receptive to candid feedback
Curiosity about technology and motivation to learn independently
Experience working with a Managed Service Provider or equivalent experience
Experience working in a ticketing management system
Experience with leading and motivating a technical team
Preferred Skills, Experience, and
Attributes
Intermediate knowledge of Apple, Mac OS, and iOS troubleshooting experience a plus
Knowledge of ITIL framework
Experience working in a ticketing management system is a plus
An awareness of how technology impacts business
Professional confidence
An aptitude towards service
Ability to learn from experience
Career Path Opportunities
The Service Desk Lead role offers career advancement opportunities. Depending on performance, technical skills, and soft skills, individuals in this role may progress to positions such as Technical Consultant, Lead Technical Consultant, Project Engineer 1, or Project Consultant but may also find opportunities in other areas of the organization.
Physical Requirements
Work is primarily sedentary but requires exertion and lifting of up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Occasional crawling, kneeling, and squatting. Repetitive use of computer (keyboard/mouse), and phone. Visually inspects, prepares, and analyzes data & figures; views computer constantly. Frequent travel (car). Occasional exposure to outdoor environmental conditions from travel.
We are proud to be recognized as one of the top workplaces in Denver. In fact, it’s Greystone Technology team members themselves who say our company is a great place to work. We’ve created an inviting workspace that fosters a culture of collaboration, inclusion, innovation, and excitement.
Some of the things our team members enjoy including:
Competitive wages | The salary range is expected to start at $70,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.
Generous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer contributions
Maternal and paternal leave
Very generous paid time off program that is unique to the IT industry
Sustainable work-life balance and flexibility
Yearly work anniversary rewards
Fun company events, including chili cook-offs, annual company photoshoot, monthly happy hours, cup in hand kickball league, and more!
We’re looking for smart, highly-skilled, passionate people to help us do something daring, difficult, and incredibly rewarding. If you are ready to learn, be inspired, solve problems, grow professionally, and unleash your talent. Come as you are and apply today!
How to Apply:
We get a lot of job applications and unfortunately, most of them get nothing more than a quick once-over. Please include the usual - a resume and a cover letter, and anything else that will show us that you are interested in and qualified for this specific position. Tell us stories. Show us as much as you can about who you are. Make us panic about the fact that we haven't already hired you. Learn to use Facebook privacy settings or better yet just un-tag yourself in that one picture (you know which one) and then become a fan of our page. Tell us your salary requirements and what kind of cookies we should bake for you on your birthday.
How to Apply for Internal Role:
Interested in another role at Greystone? Please review the following guidelines to successfully apply for an internal role.
Before applying, kindly inform your leader of your intention to pursue the role. Craft and upload a concise cover letter, articulating your interest in the role at Greystone and highlighting what you’ve accomplished in your current position at Greystone. Add some of your flare into the cover letter! Skip the resume this time; we've got it covered. Once you hit submit, our People team will reach out. We're thrilled about the potential growth opportunity for you!
Afraid you’re missing a technological requirement? Apply anyhow. We’re probably okay with teaching you some stuff if you’re as obsessive about customer service as we are.
Greystone Technology is committed to creating an inclusive environment and is proud to be an equal opportunity employer. We recruit, employ, train, compensate, and promote regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
Salary : $70,000
