Service Desk Consultant​/Lead

Service Desk Consultant/Lead

Raleigh, North Carolina, United States

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.

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.

• 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.