Service desk Lead jobs in Ambia, IN

Accent Consulting is a Managed Services Provider that specializes in Managed IT, Cyber Security, Cloud Services, Software Development, and Technology Consulting. We are a fast-growing company that is committed to being the primary resource for technical consultation in our region and we're looking for a IT Service Desk Team Lead to join our team!

The IT Service Desk Team Lead will be responsible for managing a team of IT support specialists and ensuring the effective delivery of technical support services to client organizations. This role requires a strong technical background, leadership skills, and the ability to manage a fast-paced and dynamic environment.

Responsibilities

• Lead, motivate, and manage a team of IT support specialists, setting performance expectations and providing feedback to ensure high-quality customer service.

• Ensure that the IT Service Desk team provides effective and timely technical support to the client base, responding to requests for assistance and resolving technical issues.

• Oversee the day-to-day operations of the IT Service Desk, including managing workflow, assigning tasks, and monitoring performance metrics.

• Ensure that the IT Service Desk team is properly trained on new systems, applications, and processes, and that training materials are updated and maintained.

• Develop and maintain strong relationships with internal and external clients and vendors to ensure customer satisfaction and provide a high level of customer service.

• Classify and triage requests, incidents, problems

• Troubleshoot and resolve network/systems issues to return service to clients as quickly as possible.

• Troubleshoot and resolve problems reported by two or more users as quickly as possible.

• Manage the impact, risk, and implementation of complex client change requests.

• Follow standard operating procedures.

• Assist in creating and updating knowledge articles to be used by other service desk personnel.

• Maintain and update system documentation and service ticket records.

• Stay up to date on the latest technologies through ongoing education.

• 
  Proven experience leading and managing an IT support team.

• Strong technical background in desktop and server operating systems, network infrastructure, and common business applications.

• Excellent communication and customer service skills, with the ability to build strong relationships with internal and external stakeholders.

• Strong problem-solving and analytical skills, with the ability to quickly identify and resolve technical issues.

• Experience with the ITIL framework, incident management, problem management, and change management processes.

• Ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities simultaneously.

• ITIL Foundation certification or equivalent experience preferred.

• Able to function effectively in a high paced environment.

• Have the ability to understand the perspective of the client in all service interactions.

• Must make effective use of time and complete tasks efficiently and on time.

• Able to work with a team, communicate effectively, and have a high attention to detail.

• Must meet client and corporate expectations for attendance, quality, and performance.

• Must have advanced experience with each of the following: System hardware, software, and operating systems; Networking concepts such as TCP/IP, DNS, and DHCP; Active Directory and Group Policy administration; Switches, firewalls, and advanced infrastructure; Server applications such as SQL Server and RDS.

• Must have intermediate experience with each of the following: Cloud solutions such as Office 365 and Google Apps; SharePoint Administration; Cloud-based data-centers such as Azure and AWS; Voice technologies and phone systems.

** To be considered for this position you must complete an online technical assessment that will take approximately 15-30 minutes to complete. If you are applying using really, a link to the IntelliHire assessment will be emailed to you within 15 minutes after you apply. **