Service Desk Lead

Position: Service Desk Lead

Location: Morristown, NJ 07960 (Onsite)

Hiring: Fulltime Opportunity

Job Description: Key Responsibilities:

Team Management:

• Lead, mentor, and manage the service desk team, including assigning tasks, setting goals, and conducting performance reviews.
• Recruit, train, and develop team members to enhance their technical and customer service skills.
• Monitor team performance and productivity, ensuring adherence to service level agreements (SLAs) and other performance metrics.
• Foster a positive and collaborative team environment that encourages continuous learning and improvement.

Service Desk Operations:

• Oversee the service desk's daily operations, ensuring that all incoming support requests are handled efficiently and effectively.
• Implement and maintain processes and procedures to streamline service desk operations.
• Monitor and manage the ticketing system to ensure issues are logged, prioritized, and resolved in a timely manner.
• Develop and maintain knowledge base articles, FAQs, and other support documentation.

Customer Service:

• Ensure that the service desk provides excellent customer service, with a focus on user satisfaction and effective issue resolution.
• Act as an escalation point for complex or high-priority issues, working to resolve them quickly and to the satisfaction of the user.
• Conduct regular user satisfaction surveys and analyze feedback to identify areas for improvement.

Process Improvement:

• Continuously evaluate and improve service desk processes, tools, and technologies to enhance efficiency and service quality.
• Implement best practices for incident management, problem management, and service request fulfillment.
• Collaborate with other IT teams to ensure seamless integration of support processes and systems.

Reporting and Metrics:

• Generate regular reports on service desk performance, including key metrics such as response times, resolution rates, and customer satisfaction.
• Analyze data to identify trends, areas for improvement, and opportunities to enhance service delivery.
• Present findings and recommendations to senior management and other stakeholders.

Compliance and Security:

• Ensure that all service desk activities comply with relevant policies, procedures, and regulations.
• Promote and enforce security best practices within the service desk team.
• Collaborate with the IT security team to address any security-related incidents or concerns.

Required Skills and Qualifications:

• Proven experience as a Service Desk Manager or in a similar IT management role.
• Strong knowledge of IT service management (ITSM) frameworks, such as ITIL.
• Experience managing a team of technical support professionals.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Customer-focused with a commitment to delivering high-quality service.
• Familiarity with service desk software, ticketing systems, and remote support tools.
• Understanding of IT infrastructure, including hardware, software, and networking.

Preferred Qualifications:

• Relevant certifications such as ITIL Foundation, HDI Service Desk Manager, or CompTIA Project .
• Experience with enterprise-level IT systems and applications.
• Knowledge of project management principles and practices.
• Experience in change management and process improvement initiatives.

Working Conditions:

• This is onsite Role and needs presence in office 5 days a week.
• The Service Desk Manager may need to work outside regular business hours to address critical incidents or during major IT deployments.
• The role may require on-call availability for urgent support escalations