More jobs:
Service Desk Lead
Job in
Plymouth, Plymouth County, Massachusetts, 02360, USA
Listed on 2026-03-10
Listing for:
HMG AMERICA LLC
Full Time
position Listed on 2026-03-10
Job specializations:
-
IT/Tech
IT Support, Cybersecurity
Job Description & How to Apply Below
- Lead and coordinate daily activities of Level 1 and Level 2 support teams.
- Monitor ticket queues, SLAs, response times, and ensure timely resolutions.
- Balance workload distribution and assign tasks based on priority and skill level.
- Ensure proper documentation, categorization, and closure of incidents, service requests and task.
- Serve as the primary escalation point for complex or high-impact issues.
- Troubleshoot advanced problems related to banking apps, network connectivity, desktops, and security tools.
- Collaborate with infrastructure, cybersecurity, and application teams for escalated issues.
- Assist with branch-related issues involving teller platforms, loan systems, check processing, ATM connectivity, Printers, Scanners and card services.
- Support critical banking processes such as end‑of‑day batch runs, transaction failures, and access workflows.
- Ensure team compliance with U.S. banking regulations (FDIC, OCC, FFIEC cybersecurity guidelines).
- Enforce identity access management policies (password resets, MFA, privileged access requests).
- Report unusual system activity and potential security threats.
- Maintain audit‑ready documentation and assist during technology audits.
- Train, mentor, and coach service desk analysts.
- Conduct performance evaluations and provide ongoing feedback.
- Lead daily standups, weekly reviews, and monthly service performance meetings.
- Drive a culture of customer service excellence and regulatory discipline.
- Improve workflows based on ITIL best practices (Incident, Request, Problem Management).
- Review and refine knowledge base articles, SOPs, and incident documentation.
- Recommend technology upgrades, automation opportunities, and service improvements.
- Track KPIs (FCR, SLA attainment, CSAT, backlog health) and report to management.
- Ticket Management
- Customer Satisfaction
- First Call Resolution
- Create SOP and Knowledge Base articles for top call generators.
Skills & Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).
- 4–6 years of IT service desk or technical support experience, including 1–2 years in a leadership role.
- Experience supporting financial institutions or U.S. banking systems strongly preferred.
- Strong understanding of:
- ITIL framework
- VPN, MFA, and secure remote access
- Strong analytical, leadership, and communication skills.
- Ability to manage incident escalations under time‑sensitive and regulatory‑bound environments.
- ITIL Foundation (v3 or v4)
- CompTIA A+ / Network+ / Security+
- Microsoft Certifications (M365, Azure)
- HDI Team Lead or Support Center Analyst (SCA)
- Leadership and team management
- Problem‑solving and analytical thinking
- Compliance awareness in banking environments
To View & Apply for jobs on this site that accept applications from your location or country, tap the button below to make a Search.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
Search for further Jobs Here:
×