Jira ITSM Help Desk II

Jira ITSM Help Desk II role at ITC Worldwide

ITC Worldwide's Technical Service and Support Team is seeking an IT Help Desk Lead to oversee the information technology help desk and incoming tickets. Under general direction from the Manager of Infrastructure and Operations, the IT Help Desk Lead will handle incident management, strategize efficient workflows, and develop innovative solutions to enhance user experience and optimize the use of technology resources.

As the primary point of contact for all IT-related inquiries and issues, this role ensures smooth and effective technology operations, empowering staff to efficiently carry out their responsibilities. The successful candidate will have a proven track record of providing exceptional IT support and will possess excellent communication, problem solving, and leadership skills.

• Coordinate administrative and technical workloads for the help desk team, including communicating and enforcing procedures, coordinating training, and providing feedback on quality assurance and customer satisfaction.
• Manage all tickets in the ticket queue and calls escalated by Tier 1 Technical Support to ensure they are resolved or followed up on promptly and effectively.
• Provide updates on changing customer requirements and recommend solutions for tablet, laptop, and mobile device issues.
• Perform incident management, strategize efficient workflow, and ensure adequate staffing levels including support for on-call needs and fill-in support from other team members to meet customer needs.
• Serve as the liaison between team members, client management, and company management.
• Develop processes and documentation for help desk procedures.
• Evaluate user satisfaction and service delivery processes to identify areas of improvement.
• Collaborate with Information Technology and Help Desk teams to discover innovative solutions to user support issues.
• Prepare reports on help desk metrics and present them to management to inform business decisions.
• Perform other duties as assigned.

• Experience leading teams of technical IT staff
• Knowledge of call tracking and problem management software applications such as Jira Service Management Cloud
• Knowledge of IT hardware and software troubleshooting
• Knowledge of End user hardware software and operating systems
• Knowledge of industry standards surrounding help desk reporting
• Ability to analyze data and communicate metrics related to help desk
• Ability to communicate effectively in written and oral communications
• Ability to manage time and effectively delegate tickets based on priorities
• Microsoft Certification (required) including AZ-800, AZ-801, AZ-500, SC-200, SC-400, AZ-700
• Jira Service Management (required): ACP-120 Jira Administration for Cloud Certification
• Travel: 40%

• Mid-Senior level

• Full-time

• Information Technology

• IT Services and IT Consulting