How Remoteville checks and expires listings
Service Desk Lead
Skills
Computer ScienceBMC Helix ITSMComptia Network+Computer RepairContact CentersIT Service ManagementQuality Management
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Bachelor’s degree in Computer Science Information Systems or related discipline or equivalent experience
- 5+ years of technical or leadership experience in a service desk contact center or managed support environment
- ITIL 4 Foundations preferred
- Demonstrated experience managing SLAs and service desk performance metrics
- DoD 8140 IAT Level I required or obtain within 6 months
Nice to have
- Customer service focus
- Fast-paced leadership
- Problem solving
- Collaboration
- Communication
Day to day
- Lead and mentor service desk staff to strengthen customer service and technical performance.
- Monitor ticket queues call volumes staffing and SLA metrics to drive timely resolution.
- Manage escalations support complex incidents and improve procedures SOPs and knowledge content.
- Communicate outages service impacts and performance insights to leadership and stakeholders.