Service Desk Team Lead

Work Hours: 8 AM to 5 PM

Education and/or Experience

• 5 years of previous Help Desk/Service Desk management
• ITIL or Six Sigma certification preferred
• HDI Best Practices preferred

Required Skills - leader and mentor. - Requires broad understanding and advanced technical acumen. - Constantly updating skillsets and learning. - Proficient with Microsoft Windows OS, Office Suites, Exchange/Outlook, and Active Directory.

Responsibilities: - Oversee the day-to-day operations and performance of the IT Service Desk team - Set clear team goals and KPIs - Motivating the team to achieve organizational goals - Empower team members with the skills they need to perform optimally - Coordinate staffing schedules and delegate responsibilities to the team. - Create a high-performing team environment - Perform all ITSD Level I, II & III functions, as needed. - Act as a point of escalation and knowledge for Support Technicians. - Act as a backup for the IT Service Desk Manager. - Utilize tools to ensure prompt resolution of incidents. - Function as technical escalation point and provide solution to any complex IT issues or requests. - Clearly communicate escalated issues to other support groups or product managers as needed; escalate all emergency calls to IT leadership. - Assist in the creation of ITSD policies and procedures and be able to answer questions relating to those. - Assist in creating and revising metrics. - Ensure that breaks, lunches and idle phone times are taken at appropriate times in order to maximize the number of people on the phones. - Participate in candidate interviews including providing feedback with reasons to hire (or not) the candidat - Coach all team members and provide necessary advice and guidance to be in compliance with standards and to meet/exceed SLAs. - Oversee all training and survey the ITSD to determine what training is needed or desired. Oversee and maintain all training material and ensure its accuracy. - Keep up with trends in the constantly evolving information technology industry. - Carry out in-depth research to identify new or enhanced methods of addressing issues or fulfilling requests within the department. - Identify, design and implement any necessary preventive measures to reduce customer faults and issues

Skills & Experience: - Education: BS/BA degree preferred. - Preferred Certifications: CompTIA A certified, IT SDI certified. - 5 years' experience in an IT related support position with in-depth knowledge of PC and Mac platforms and the diagnosis and resolution of software, hardware, and networking issues. - 3 years' experience as an IT Team Lead or Manager - Excellent communication and interpersonal skills - Ability to use data to improve a team's operational efficiency - Ability to effectively organize and manage multiple company initiatives and encourage coworkers to do the same - Critical thinker and problem-solving skills - Experience with ServiceNow preferred.

responsibilities: - Provide ITSD support to all users. - A strong customer focus is required; this position includes frequent interaction with associates at all levels of the organization. - Single point of user resolution for all technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc. - Use ServiceNow incident logging system to maintain incidents and requests through the complete ticket life cycle to agreed service standards and service levels. - Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, user support follow-up, and Technician interaction with other IT employees, co-workers, and outside vendors. - Provision and administer user accounts, distribution groups, and security groups in Active Directory. - Rotate shifts/work alternative shifts when needed in order to support 24x7 production environment. - Escalate to operations, solutions, infrastructure engineering, or appropriate resolver team when assistance is needed.

skills: Helpdesk Active directory * SERVICE NOW*

Job Type: Contract

Pay: From $40.00 per hour

Schedule:

• Day shift
• Monday to Friday
• Weekdays

Ability to commute/relocate:

• Inglewood, CA: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Service desk: 5 years (Required)
• Windows: 1 year (Required)
• ServiceNow: 1 year (Required)
• Help desk: 2 years (Required)
• Active Directory: 1 year (Preferred)

Shift availability:

• Day Shift (Required)
• Night Shift (Preferred)

Work Location: One location

Salary : $40 - $0