GENERAL DESCRIPTION:

The Service Desk Lead plays a critical role in providing day-to-day support of High Companies’ end user computing environment. The Service Desk Lead, in conjunction with the Service Desk Technician, serves as the first point of contact with co-workers that need technical assistance. The Service Desk Lead will assist with and oversee Service Desk operations; which include assisting the Service Desk Technician to ensure that incoming support calls are answered; responding to support requests in the team mailbox; creating tickets for issues and requests, ensuring that tickets are closed in a timely manner, validating that tickets have enough detail for escalation to tier two teams, and escalating issues that they are not able to resolve.

The Service Desk Lead operates as part of the Client Computing team under the Client Computing Manager but will also work closely with and support the Service Desk Technician.

EXPERIENCE, SKILLS, TRAINING, AND/OR EDUCATION REQUIRED:

• Associate degree, or equivalent experience in computer software and hardware support
• Previous experience in a Service Desk setting
• Previous experience in a lead/supervisory role
• Must have working knowledge and prior experience with technical support of personal computer based hardware such as PC, Mac, mobile devices, copiers, printers, and peripherals.
• Experience in or knowledge of the following areas:
• Support for various Microsoft operating systems and Microsoft Office 365 Suite of products
• Active Directory user administration
• Hands on experience with diagnosing and resolving basic technical issues
• Excellent communication and interpersonal skills
• Customer-oriented and patient
• Working with a ticketing system
• Sending broad communications regarding IT services
• IT Service Management (ITSM) concepts and processes (incident, problem and change management)

OTHER SKILLS AND ABILITIES (Preferred but not required):

• PC imaging experience with MDT
• Group Policy knowledge
• Experience with encryption software
• Experience with endpoint security products
• Experience with software push technology
• Asset Management experience
• Previous experience in a tiered support organization
• Experience supporting multi-factor authentication products
• Creating, maintaining, and submitting reports and/or dashboards Driving process improvement
• Documenting processes and how to articles
• Mentoring team members within and outside of direct team.
• Strong organizational skills.
• Outstanding verbal and written communication skills, with the ability to translate technical details into business language.
• Exhibits accountability and accepts responsibility and consequences for work performance and conduct.
• Demonstrated customer service orientation.

REPORTING RELATIONSHIPS (UPWARD AND DOWNWARD):

The Service Desk Lead is appointed by and reports to the Client Computing Manager. Currently there are no direct reports to this position.

ESSENTIAL JOB FUNCTIONS:

• Oversee the operations of the IT service desk
• Mentor and provide direct guidance to the Service Desk Technician in operation of the Service Desk to provide IT support to the High Companies’ co-workers.
• Provide backup to the Service Desk Technician to support customers who need technical assistance via the phone or email.
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
• Provide quick resolution and excellent customer service.
• Use a ticketing system to record problems and their resolution.
• Redirect unresolved issues to the next level of support personnel.
• Performing password resets for network accounts and other systems.
• Perform base computer imaging.
• Perform asset management tasks including but not limited to inventory receipt, asset assignment, asset retirement, asset tracking, and asset reporting.
• Send IT communication to various groups as requested.
• Follow-up with customers.
• Provide feedback on processes and make recommendations on areas to improve.
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.
• Suggest improvements to procedures.
• Process account termination tasks.
• Assisting users with multi-factor authentication set-up and support.
• Provide 24x7x365 response and support after hours for critical IT incidents when designated on-call.
• Periodically work off hours (nights and weekends) to complete planned operations or project work.