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Lead Service Desk Engineer

Culturetech Solutions
Burbank, CA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Culturetech Solutions is a people-oriented boutique information technology services company. Long term relationships, consistent performance and sound management practices make us a favorite "go-to" company with our valued clients. We are veteran tech savvy individuals with entrepreneurial spirit and team values. We are collaborators internally and externally whose primary goal is to integrate you into the organizational culture of our top clients. We look forward to the opportunity to work with you and thank you for your interest.

  • Title: Lead Service Desk Engineer
  • Duration: 6+ month contract to hire
  • Location: 100% Remote (HQ: Burbank, CA, 1 day per month onsite) 

ESSENTIAL FUNCTIONS:

  • Manage IT Service Desk and build, mentor, and maintain a customer-centric team philosophy.
  • Responsible for the day-to-day management of ticketing queues to ensure incidents and service requests are handled in a timely manner.
  • Serve as an escalation point to the Service Desk team to assist with complex technical issues that may need to be transferred to another team.
  • Coordinate daily team schedule to ensure appropriate coverage is maintained to handle end-user support volume from phone calls, emails, and self-service tickets.
  • Provide direction by coaching and mentoring staff and celebrating accomplishments.
  • Communicate job expectations, enforce policies and procedures, and provide feedback to the Service Desk team.
  • Promptly respond to and provide exceptional service and support to the IT end-users.
  • Develop and regularly publish ticket history and trend analytics to measure department productivity and customer satisfaction.
  • Implement industry best practices for IT Service Desk organizations.
  • Ensure that all Service Desk processes and runbooks are thoroughly documented, consistently audited, and regularly improved.
  • Maintain responsibility for performing all duties in compliance with related legal/statutory regulations, including applicable compliances.
  • Ability to partner with other business and technology teams across the organization to deliver effective solutions.
  • Documents resolution of incidents and service requests in the IT Service Desk Management system building the knowledge base.
  • Assist with making software and hardware recommendations including researching new technology products that could benefit the organization.
  • Establish and enforce Service Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.
  • Design and enforce request handling and escalation policies and procedures.

QUALIFICATIONS

  • Experience implementing and managing using ITIL or a similar framework.
  • Knowledgeable of Service Desk operations and environments, including strategic planning and tactical execution.
  • Experience managing  Active Directory, Azure M365 Tenant, GPO, and ticketing systems.
  • Demonstrated customer service skills to all levels of end-users including executives and field personnel and delivered solutions to meet their needs.
  • Time-management skills and the ability to establish reasonable and attainable deadlines for resolution and prioritize workload efficiently in a high-pressure environment.
  • Proven analytical and problem-solving abilities.
  • Crisis management skills. Sev1 handling and escalation.
  • Excellent interpersonal skills.
  • Experience working in a team-oriented, collaborative environment.
  • Advanced knowledge of Microsoft Excel to perform statistical analysis.
  • Strong written and verbal communication skills.
  • Strong documentation skills.
  • ITIL or similar certification.

REQUIREMENTS / QUALIFICATIONS:

Thank you for your interest in this opportunity. We do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

 

Company Description
Culturetech Solutions is a people-oriented boutique information technology services company. Long term relationships, consistent performance and sound management practices make us a favorite "go-to" company with our valued clients. We are veteran tech savvy individuals with entrepreneurial spirit and team values. We are collaborators internally and externally whose primary goal is to integrate you into the organizational culture of our top clients. We look forward to the opportunity to work with you and thank you for your interest.

Culturetech Solutions

Why Work Here?
People driven technology solutions.

Culturetech Solutions is a people-oriented boutique information technology services company. Long term relationships, consistent performance and sound management practices make us a favorite "go-to" company with our valued clients. We are veteran tech savvy individuals with entrepreneurial spirit and team values. We are collaborators internally and externally whose primary goal is to integrate you into the organizational culture of our top clients. We look forward to the opportunity to work with you and thank you for your interest.

Address

Burbank, CA
USA

Industry

Technology

Website

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