What are the responsibilities and job description for the Service Desk Management Lead position at The Brixton Group, Inc.?

Job Description

Duration : 12 months Right-to-Hire

Location : On-site 3 days / week in either : Cincinnati, OH or St. Petersburg, FL

Shift : 8-5p PST with rotating on-call support

U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor or transfer visas at this time.
No Vendors / 3rd parties.

Responsibilities :

Oversee first-level technical support, ensuring incidents and service requests are documented, tracked, and resolved within SLAs.

Manage scheduling coverage, set operational goals, and ensure the team is equipped with customer-specific knowledge.

Maintain efficient service desk operations and continuously improve service quality.

Act as a Subject Matter Expert (SME) with deep technical knowledge and experience.

Provide guidance, influence, and advisory support to the team.

Make key decisions and contribute to strategic initiatives across multiple teams.

Develop and implement solutions that enhance service desk performance and impact multiple teams.

Develop and implement strategies to enhance service desk efficiency.

Provide training and mentorship to team members.

Analyze service desk metrics to identify areas for improvement.

Collaborate with cross-functional teams to optimize service delivery.

Requirements :

Master proficiency in Service Desk Management.

Expert proficiency in Workstation Support.

Expert proficiency in Service Desk Remote Technology Support.

Expert proficiency in Customer Service Operations.

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What are the responsibilities and job description for the Service Desk Management Lead position at The Brixton Group, Inc.?

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