What are the responsibilities and job description for the Service Desk Consultant / Lead position at Pipe Recruit?
Job Description
Job Description
Title - Service Desk Consultant / Lead
Location- Raleigh, NC
Fulltime Direct Hire
Job Summary :
The Service Desk Consultant / Lead is responsible for overseeing IT service desk operations, ensuring efficient resolution of technical issues, and improving service delivery. This role involves leading a team of support analysts, optimizing IT support processes, and implementing best practices to enhance user experience and IT efficiency.
Key Responsibilities :
Service Desk Management :
Oversee day-to-day IT support operations, ensuring timely resolution of incidents and service requests.
Implement ITIL best practices for incident, problem, and change management.
Monitor and improve Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Team Leadership & Training :
Lead, mentor, and coach service desk analysts and technicians.
Conduct training sessions to improve troubleshooting skills and customer service.
Manage shift schedules to ensure consistent IT support coverage.
Technical Support & Process Improvement :
Analyze recurring issues and drive root cause resolution.
Optimize service desk workflows and recommend automation / self-service solutions.
Collaborate with IT teams (infrastructure, security, applications) to resolve complex issues.
Stakeholder & Customer Engagement :
Act as the primary point of contact between IT support and business teams.
Conduct regular meetings with stakeholders to review service desk performance.
Provide reports and insights on service desk operations and trends.
IT Asset & Knowledge Management :
Maintain accurate records of IT assets, licenses, and software.
Develop and maintain a knowledge base for common issues and resolutions.
Security & Compliance :
Ensure compliance with IT security policies and industry standards (e.g., ITIL, ISO 27001).
Implement security best practices to protect IT assets and data.
Required Skills & Qualifications :
Education : Bachelors degree in IT, Computer Science, or a related field (preferred).
Experience : 5 years in IT service desk / support roles, with leadership experience.
Certifications (Preferred) : ITIL Foundation, Microsoft Certified : Modern Desktop Administrator, HDI Support Center Manager.
Technical Skills : Troubleshooting Windows / MacOS, Active Directory, networking fundamentals.
Soft Skills : Strong leadership, communication, problem-solving, and customer service skills.
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