Service Desk Team Lead

DESCRIPTION

Responsible for achieving high quality Service Desk operations, resulting in high customer service satisfaction levels, based on a high level of trouble ticket resolution. Oversee all of the day to day operations of the Service Desk and provides guidance to Scheduling Analyst Manager in order to facilitate appropriate management of issues such as ticket escalation, Client Service Technician workflow, customer relationships and system outage management.

Works with IT Scheduling Analyst Manager to improve customer service standards on the Service Desk through evolution of procedures and training.

Classified Grade DD, $34.99 - $43.14 per hour to start, depending on recent relevant experience. 8 hours per day, Monday through Friday. 12‑month position. Position eligible for benefits.

• Under the direction of the Scheduling Analyst Manager, leads the team on day‑to‑day Service Desk job duties and responsibilities. Oversees all processes related to Service Desk operations, and monitors the work of all staff on the Service Desk. Shares updates and concerns with the manager. Provides ongoing training in technology, procedures and service quality standards to Service Desk Technicians and other staff temporarily assigned to Service Desk operations during peak call volume.
• Manages daily Service Desk operations assisting customers in problem solving and creating tickets for issues as needed.
• Monitors call volume and call data to pick up on potential system outages or severe system downtime on key IT infrastructure assets. Ensures that appropriate subject‑matter experts are being consulted during the troubleshooting process and issues are appropriately escalated to upper management. Ensures that customers receive updates on service issues through a variety of means. Coordinates the creation and delivery of appropriate messaging regarding system outages in a timely manner, with collaboration with the manager and other IT management.
• Assists in communication with customers regarding call status of open calls. Tracks and coordinates the aging of open calls in the system with a variety of team leads across work groups, under guidance from the manager.
• Prioritizes and evaluates call tickets in the system. Determines if calls need to be escalated to Level III support tier. Provides Level II application software support for all tickets related to technology. Enters tickets into the Service Desk call‑tracking system.
• Monitors inventory and recommends ordering of parts/supplies in collaboration with Scheduling Manager and Secretary.
• Monitors warranty process for Chromebooks. Works with department staff to ensure timely processing of devices needing repair as well as repaired devices that have been returned.
• Identifies common issues and creates solution documents that can be used in the ticket system.
• Performs other job‑related duties as assigned.

• Four years of high school or equivalent.
• Post‑secondary courses in business or vocational school equivalent or up to one year of college, with an emphasis in Computer Information Systems.
• Valid Driver's License required.
• Must frequently lift and/or move up to 25 pounds and occasionally lift up to 50 pounds.
• Must be able to pass a Colorado and Federal Bureau of Investigation background check.

• Minimum of five years, recent experience as Client Service Technician including support of Help Desk functions. Strong customer support, project management, and team leadership, ideally within a multiplatform virtualized server environment with diverse application integrations and related infrastructure.
• ITIL Certification required within six months of hire.

• Advanced computer troubleshooting, analysis, critical thinking and problem‑solving skills.
• Intermediate knowledge of Active Directory, district student information systems, educational software systems, library management systems, financial systems, and e‑mail application.
• Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
• Ability to keep up‑to‑date technically and apply new knowledge to the job. Includes…