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Posted 11 hours ago
Job description
Raleigh, North Carolina, United States
Title - Service Desk Consultant/Lead Location- Raleigh, NC Fulltime Direct HireThe 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).
Team Leadership & Training:
- 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.
Stakeholder & Customer Engagement:
- 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.
- 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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Frequently asked questions
Q: What skills or qualities help someone succeed as a Service Desk Team Lead?
A: To succeed as a Service Desk Team Lead, key technical skills include proficiency in IT service management tools, such as ticketing systems and incident management software, as well as knowledge of common IT platforms and technologies. Soft skills like effective communication, leadership, and problem-solving abilities are also crucial, enabling the Team Lead to manage and motivate team members, resolve complex issues, and provide excellent customer service. By combining these technical and soft skills, a Service Desk Team Lead can effectively lead their team, drive process improvements, and contribute to the overall success of the organization.
Q: What is the career path for a Service Desk Team Lead?
A: A Service Desk Team Lead typically follows a career progression from entry-level roles such as Service Desk Analyst or Help Desk Technician, to mid-level positions like Team Lead or Shift Supervisor, and eventually to senior roles like Service Desk Manager or IT Operations Manager. Key opportunities for skill development and professional growth in this role include developing leadership and communication skills, learning IT service management frameworks like ITIL, and expanding technical knowledge in areas like incident management, problem management, and change management. Long-term career prospects for a Service Desk Team Lead may include transitioning into IT leadership roles, pursuing specialized certifications like ITIL Expert or IT Service Management certifications, or exploring related fields like IT project management or business analysis.
