It Service Desk Team Lead

IT Senior Service Desk Team Lead - NYC / Westchester County / hybrid role

This position requires a highly motivated problem solver with excellent customer service skills.

• Will be responsible for overseeing the day-to-day operations of the Service Desk including distribution of work staff assignments, schedules, and activities; monitor and maintain controls on subordinate activities.
• Supervise a team of 8-9 IT technicians providing guidance and support to ensure the delivery of excellent desktop support services.
• Manage and prioritize incoming support requests, ensuring timely resolution of desktop-related issues and AV system maintenance tasks.
• Oversee the installation, configuration, and troubleshooting of desktop computers, software applications, and peripherals.
• Maintain and update an accurate inventory of desktop equipment.
• Serve as the primary point of contact for escalated technical issues, providing advanced troubleshooting and problem-solving expertise.
• Provide guidance and coaching. 

​​​​​​​ESSENTIAL DUTIES:

• Possess excellent customer relations skills and ability to communicate and work well with employees and customers.
• Demonstrated leadership abilities, with the aptitude to motivate and guide a team to achieve departmental goals. 
• Possess strong technical skills and experience.
• Delegates and oversees daily work assignments, etc.
• Review all user requests for new equipment or software, in order to ensure that they are submitted accurately.
• Manage process for communication outage/emergency activities to the organization.
• Thorough knowledge of Service Desk operations including a good knowledge of IT best practices, industry trends and customer service.
• Thorough understanding of SLAs and KPIs.
• ​​​​​​​Asset Management, Procurement and software licensing management for all computers and peripheral hardware and software.
• Identify current trends and common issues; suggest proactive solutions to potential issues.

​​​​​​​SKILLS, EDUCATION AND EXPERIENCE

• Bachelor's degree in computer science, information technology, or equivalent experience.
• 7+ years of experience in IT help desk management or related field.
• Advanced understanding of help desk ticketing systems and ITIL processes.
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
• Ability to identify and escalate situations requiring urgent attention.
• Strong working knowledge of ServiceNow.

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