Service Desk Lead Job Description

Service Desk Lead Job Description

4.9
158 votes for Service Desk Lead
Service desk lead provides support on the additional services we offer our customers - Email (MS Exchange Server), User accounts (Active Directory), Web filtering, SIP, Internet Services.

Service Desk Lead Duties & Responsibilities

To write an effective service desk lead job description, begin by listing detailed duties, responsibilities and expectations. We have included service desk lead job description templates that you can modify and use.

Sample responsibilities for this position include:

Perform in close coordination with the BlackBerry/GO/Citrix engineering team and various groups on issues potentially related to BES Servers, Active Directory, networks, Citrix Access Gateway (CAG), Juniper devices, and domain controllers
The team lead will use their knowledge of the Microsoft Windows 7 OS, Microsoft Office 2013, Office 365, and Microsoft Active Directory to resolve and respond to customer questions and requests
Must be able to work on own initiative work within the team ensuring all Service Desk technical objectives are delivered to the highest standard
Create a comprehensive training plan for new hire Service Desk analysts, ongoing training for all levels of Service Desk members
Deliver continuous improvement across all disciplines
Maintain project and support SLA targets
Take first level escalations
Pursue first call resolution and review Service Center tickets for approval
Support and drive call reduction efforts
Timely action and delivery of agent coaching regarding call handling, ticket quality all other delegated coaching responsibilities

Service Desk Lead Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Service Desk Lead

List any licenses or certifications required by the position: ITIL, HDI, IAT, MCSE, II, MCP, V3, KCS, MRPT, MCSC

Education for Service Desk Lead

Typically a job would require a certain level of education.

Employers hiring for the service desk lead job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Education, Technical, Information Technology, Business, Associates, Engineering, Management, Information Systems, Technology

Skills for Service Desk Lead

Desired skills for service desk lead include:

Business processes and functions with an exceptional attention to detail
Interpersonal
Mid-level MS Excel skills
Verbal
Written communication skills
Aspects of automation
IT networks
Telecommunications
Active Directory
Active Directory in a multi-domain forest

Desired experience for service desk lead includes:

Identify process / KO opportunities and recommend updates to ensure the knowledge base is kept current
Take a minimum of 60 calls per week
Engage in, make recommendations for, new technology initiatives
Partner with Shires suppliers to ensure service requirements and levels are understood
Ensure proper process and procedures are in place to ensure agreed service levels and key performance indicators are met/exceeded
Oversee service delivery on a daily/weekly/monthly basis and participate in weekly/monthly governance boards

Service Desk Lead Examples

1

Service Desk Lead Job Description

Job Description Example
Our company is growing rapidly and is looking for a service desk lead. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for service desk lead
  • Maintain expert knowledge of the contracts which govern the in-scope services and manage/maintain the contract change processes as necessary
  • Represent services during renewal/renegotiation processes as necessary
  • Provide financial stewardship of the budgets, both capital and operating expense where applicable, associated with the in-scope services to ensure Shire receives full value for financial resources spent
  • Collaborate with customers, peers and partners to measure service quality, awareness of service offerings, educate on how best to leverage the services to achieve maximum benefit, identify new business requirements and trends that need to be incorporated into the service strategy and roadmap
  • Develop and maintain, as part of the broader IT and End User Computing Strategy, the Service Desk strategy and ensure associated technical roadmaps, transition/transformation programs are well understood, included in annual/ongoing portfolio planning activities and delivered according to plan
  • Train/mentor all team members on best practices in respective areas
  • Oversee creation/maintenance of all procedures
  • Continuously improve all procedures and processes
  • Manage SLAs, metrics, and KPIs
  • Maintain the master systems list as it pertains to the Service Desk and Provisioning teams
Qualifications for service desk lead
  • Manage Knowledge Management database
  • Participate as necessary during audits several times a year
  • Manage job templates that smooth the onboarding process
  • Interact with other teams across the company as necessary to achieve the objectives of the Service Desk, Provisioning, Mortgage IT Operations and other non-IT teams
  • Be an escalation point for all questions / issues impacting the Service Desk and Provisioning teams
  • Train/mentor all team members on best practices in call handling and incident documentation
2

Service Desk Lead Job Description

Job Description Example
Our company is growing rapidly and is looking for a service desk lead. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service desk lead
  • Maintain the master systems list as it pertains to the Service Desk
  • Interact with other teams across the company as necessary to achieve the objectives of the Service Desk, Mortgage IT Operations and other non-IT teams
  • Be an escalation point for all questions / issues impacting the Service Desk
  • Support Analyst performance and quality reviews
  • Execute various projects/initiatives
  • Ensure team executes client service request in accordance to SLA’s
  • Field incoming calls from clients and participate in field support when volume warrants
  • Follow up with service providers to ensure client requests are closed prior to SLA’s
  • Mobilize and manage resources required to execute client requests
  • Build and administer service level agreement reports to the business, and internal IT clients
Qualifications for service desk lead
  • Represent team on cross-team/department projects
  • The Technology Service Desk (TSD) compromises of Hardware, Software and application support
  • Conduct monthly analysis of service data and call history to assess service performance across all business units
  • Responsible for managing a top-notch service desk in support of HQ USTRANSCOM
  • Oversee 100% of the requests, incidents and problems
  • Train, coach and mentor Service Desk specialists including career development
3

Service Desk Lead Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of service desk lead. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for service desk lead
  • Maintain strong relationships with distributed support groups and coordinating / assisting support efforts enterprise wide
  • Responsible for training and mentoring fellow team members in areas of expertise
  • Work with third parties to ensure that service levels are met
  • Responsible for ensuring assigned shift has ample staffing coverage so that tickets and customer calls are promptly responded to and resolved
  • Accountable for ensuring performance metrics are either met or exceeded
  • Promptly and effectively escalated tickets to Operations Manager, Engineering Lead, and next tier to ensure timely resolution
  • Analyze reported problems and perform thorough and accurate troubleshooting steps to promptly resolve issues
  • Must have working knowledge of the Remedy ticketing system to document ticket status and resolutions
  • Closely monitor MRA production environment using tools such as SCOM/eG and respond to critical alerts, as required
  • Closely monitor and manage Remedy ticket queue to ensure that Critical/High tickets are given top priority to ensure prompt and timely resolution
Qualifications for service desk lead
  • The candidate is required to be able to multitask, ensuring that the Remedy ticket queue, customer calls and designated mailbox(s) that may house requests for assistance, are responded to promptly, effectively and resolved
  • The individual is required to be able to orchestrate essential functions of the assigned team within the shift, ensuring that incoming calls are responded to promptly, minimizing the number of dropped calls, tickets are created, followed up on, and resolved
  • The candidate also needs to ensure that all required daily reports, to include the Hot Issues, Turnover, and the MRA Shift Log are prepared correctly, completely and disseminated on time
  • The candidate must be always cognizant of the shift’s attention and responses to tickets to ensure that all performance metrics are either met or exceeded
  • Additionally, ideal candidate will be self- motivated problem solver possessing effective troubleshooting skills as it relates to IT issues
  • Work closely with all of Operations, Government representatives, and Department of State customers, to include VIPs and senior level managers (Government and Vanguard)
4

Service Desk Lead Job Description

Job Description Example
Our company is hiring for a service desk lead. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for service desk lead
  • Candidate works closely with the other shift members to coordinate coverage and customer support at all times
  • Act as technical expert in a computing support/contact center environment
  • Lead activities of desktop staff to diagnose and resolve client problems
  • Lead projects requiring technical expertise and creativity in analysis and deployment of technology
  • Ensure team meets client service metrics
  • Provide input on process improvements and contribute to the technology road map for the strategic plan
  • May perform metrics trend analysis and reporting
  • Contribute to the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines for standards
  • Respond to user requests received via telephone, electronically through a ticketing system (Remedy), or “walk in” customer support desk for limited hours during the day
  • Monitor issues/risks and escalate to GSD leadership as required
Qualifications for service desk lead
  • Bachelor’s degree in Computer Science, Management Information Systems or related discipline with 2 – 3 years of relevant experience
  • Initially this role requires an individual that can take responsibility and work well by themselves
  • Troubleshooting software installation escalations
  • Troubleshooting enterprise logon issues hardware vs
  • Troubleshooting enterprise names resolution issues
  • Troubleshooting enterprise network printer issues
5

Service Desk Lead Job Description

Job Description Example
Our innovative and growing company is hiring for a service desk lead. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for service desk lead
  • Act as Service Introductory Lead for Servicedesk requirements on projects
  • Lead and communicate/ influence effectively across many different cultures including external company cultures and time zones
  • Manage a virtual team of 3rd party resources leveraging virtual communications technology to connect and grow the team
  • Oversees the work of the IS Partners
  • Provide management information insights to leadership on service provision and develop service improvement plans to address issues
  • The team lead provides desk side support to a user community of approximately 2,200 on-site at a federal government facility in downtown Washington DC
  • The team lead supervises the day-to-day operations of the Tier II support staff by ensuring all phases of Tier II help desk support are coordinated, monitored, logged, tracked, and resolved appropriately
  • The team lead maintains the shift schedule and assigns personnel to various projects and directs their activities
  • The team lead reviews and evaluates team member’s work and participates in performance reviews
  • The team lead assists with hiring and training new employees
Qualifications for service desk lead
  • CompTia Hardware A+
  • HDI Support Center Team Lead
  • Familiarity with enterprise ITSM tools (BMC Remedy, Service Now, Siebel, ) and technical expertise/background in Windows, Linux and Cloud-based technologies including AWS
  • Experience with tools for Service Desk ticket management
  • Fluency in English and of German/Italian/ French required
  • Current MCITP certifications desired

Related Job Descriptions

Resume Builder

Create a Resume in Minutes with Professional Resume Templates