IT Service Desk Lead at Concert Properties

Position: IT Service Desk Lead Role at Concert Properties
Shape superior IT service delivery as the IT Service Desk Lead at Concert Properties. This unique opportunity blends leadership with hands-on incident management to ensure effective operations.

As the IT Service Desk Lead, you take charge of enhancing service desk performance and guiding a team of analysts in daily operations. Your focus will include managing incident resolutions, improving service processes, and ensuring adherence to SLAs. You will collaborate with internal teams and external vendors to tackle complex technical issues effectively.

Key Responsibilities:

• Oversee incident management and ensure compliance with SLAs

• Drive efforts for First Contact Resolution among team members

• Lead regular review of recurring incident patterns and resolutions

• Maintain communication for upcoming changes and issues

• Develop and manage knowledge capture processes

Requirements:

• Degree/diploma in IT or a related field

• 4–6 years of experience in service desk roles, 2 years in a leadership capacity

• ITIL Foundation certification mandatory

• Strong knowledge of ITSM practices and processes

• Proven skills in using data for operational improvement

Bring your passion for IT service and leadership to Concert Properties and contribute to a culture of excellence in service management.
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