Service Desk Consultant/Lead
Job in
Raleigh, Wake County, North Carolina, 27601, USA
Listed on 2026-01-23
Listing for:
Pipe Recruit
Full Time
position Listed on 2026-01-23
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Systems Administrator, Technical Support
Job Description & How to Apply Below
About the job Service Desk Consultant/Lead Job Summary:
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.
Key Responsibilities: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).
- 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.
- 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.
Qualifications:
- 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.
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