Sr. Service Desk Shift Lead

Sr. Service Desk Shift Lead Duties and Responsibilities

• Oversee daily service desk operations, ensuring timely resolution of IT incidents and service requests.
• Lead and mentor a team of service desk technicians, providing guidance and support to enhance performance.
• Monitor service levels and ensure adherence to established SLAs and KPIs.
• Act as the primary escalation point for complex technical issues and critical incidents.
• Coordinate shift schedules, workload distribution, and coverage to maintain 24/7 operational support.
• Implement and enforce service desk policies, procedures, and best practices.
• Collaborate with IT leadership to identify process improvements and enhance service efficiency.
• Conduct training sessions to develop team members' technical skills and customer service capabilities.
• Generate reports and analyze service desk performance metrics to drive continuous improvement.
• Ensure accurate documentation of incidents, service requests, and resolutions in the ticketing system.
• Facilitate effective communication between the service desk, end users, and other IT teams.
• Support onboarding of new employees by providing training on IT systems and support processes.

• Bachelor of Science in Information Technology or related field.
• 2-4 years of experience working as a Service Desk Shift Lead.
• ITIL certification preferred.

Citizenship Status

Required:

U.S. Citizen

Physical Requirements:

No Physical requirement needed for this position.

Location:

Atlanta, Georgia

• Convenience/Concierge:
  Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development:
  Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial:
  Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition:
  Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness:
  Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. U.S. citizenship may be required for some positions.