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Service Desk Lead (NO C2C or Sponsorship available) in Columbus at Vaco

Date Posted: 8/23/2018

Job Snapshot

Job Description


The Service Desk Lead is the point of contact for technology support issues, representing the Technology Services team. This position is a leader in developing and maintaining internal customer relations for support issues & providing a professional and courteous customer experience. This position is a liaison for all departments, in all locations, in regards to technology requests, computing system problems, and status of systems availability and repair.

This position will lead the Service Desk team by example in managing and troubleshooting incidents through the Service Desk ticketing system and taking on more complex issues and escalated calls.


 Receive, document, triage, escalate, and respond to all customer requests within acceptable timeframe as defined by the current Service Levels.

 Properly document, prioritize and escalate, utilizing the Service Desk ticketing system, all reported problems together with the appropriate resolution required for solving each problem.

 Maintain good customer relations with all Team Members

 Provide communication to appropriate Technology Services departments and groups for all related support tickets and issues, including urgent and high priority requests.

 Lead the Service Desk by coaching, mentoring and championing the call center operations and desktop support.

 Assist TSMs and the Service Desk team with tier 1, and tier 2 smartphone/laptop/tablet/desktop/printer support, including configuration and troubleshooting of software and/or hardware issues.

 Participates in the evaluation of end user hardware and software technologies, including alpha and beta testing for new technology offerings. Oversees workflows and checklists for all appropriate hardware and software installations.

 Owns end user computing asset management including lifecycle management, including partnering with Service Desk TSMs for weekly stock counts and reports to Service Desk manager. Enforces all end user technology hardware and software standards.

 Maintain the technical competency and proficiency required for answering most questions submitted to the Service Desk. Provide support for line-of-business applications, Windows applications, as well as common printing & network issues.

 Execute assigned responsibilities of Active Directory and other systems duties when required. Maintain high level of accuracy while following associated processes and procedures.

 Leads creating, maintaining, reviewing, and organizing documentation for all Service Desk knowledge based articles, processes and procedures.

 Oversees and executes the New Hire and Termination processes and procedures including in person orientation, maintaining all SLA's.

 Participate in Service Desk Team meetings to discuss activities, solutions and recommendations for improvement.

 Participate in Technology Services team projects when required.

 Execute On-Call and After Hours Support duties.

 Perform other duties as required.