IT Service Desk Lead

Posted on May 13, 2022



Position Details


Job Summary

Beacon Technologies is seeking a highly motivated individual to join our client partner's team as the IT Service Desk Lead.  In this role, you will be responsible for leading our client's IT Service Desk’s ITIL transformation efforts to improve process, automation, incident, and problem identification/resolution and more.  The IT Service Desk Lead will be continually focused on improving colleague experience and capabilities by watching Service Desk performance metrics, improving self-help capabilities, and striving to fix issues at first contact over various modes of contact. The IT Service Desk Lead will be the primary Incident and Problem Manager for supporting ITIL-based service management and will have primary oversight of ensuring the ticket queues are managed in accordance with our client's standards.  
Key Responsibilities
  • Provide technical leadership to assess and resolve IT incidents/problems of all levels of complexity.
  • Coach and mentor a team of IT professionals through person centered leadership, focusing on strengths and driving full engagement, exchange of ideas and transparent communication.
  • Work with other departments and vendors when needed to coordinate additional service, escalation responses, on-site visits etc.
  • Review operational processes, identify gaps, and define/suggest improvements as required.
  • Work with IT Service Desk Management to define and deliver process improvements, adopting ITIL processes or other service management frameworks where possible.
  • Deliver services and support to colleagues remotely since most of our colleagues are on the go, so mobility is critical to their success. 
  • Serve as an escalation point for end-user complaints before escalation to management.
  • Work with leadership to improve our omni channel IT Service Desk.  The IT Service Desk is the first point of contact most colleagues have with IT and sometimes the only point of contact.  The experience that is delivered through this team is integral to our strategy.  Self-Service is a high priority and we’ll be relying on this role to help bring meaningful improvement to our self-service resources.
  • Participate in colleague education activities such as 1:1 engagement, small group training, or mass-communication opportunities using tools available to improve the adoption or use of digital capabilities enterprise wide.
Key Skills, Attributes & Experience
  • Experience as a team lead or supervisor would be a plus.
  • Embrace a desire to ensure the technology issues and requests of our colleagues are met in a timely manner with enthusiasm.
  • Possess curiosity; we firmly believe that you must be an inherently curious person to be successful and is likely someone researching the latest and greatest.
  • Have a knack for problem solving & decision making including an ability to analyze a problem, analyze a decision, analyze an opportunity, and apply a decision with proper priority.
  • Familiarity with ITIL or a desire to learn the ITIL framework.
  • Ability to apply process improvement skills to identify and address inefficiencies in our existing service desk processes.
  • Be knowledgeable and/ have experience in Jira Service Desk and the Atlassian suite of products; we utilize Jira Service Desk for our ticketing system and self-service portal. We are looking for someone who has directly and actively performed these duties in a mid-size/enterprise environment.
  • Understand the need and value in reporting.  Our team is driven by data and a desire to leverage data and tools to understand how the team is performing, where there are opportunities to improve, understand capacity and cycle times, etc. is important.  
  • Interfacing with other teams and/or partners. Much of what we do relies on escalations to or from other teams and possibly interfacing with external partners to complete support requests or solve incidents and problems.
  • Technical Skills:  You’ll have had experience with or a good knowledge of the following technologies as you’ll be exposed to them daily:  Remote support, Azure Active Directory, Active Directory, Windows desktop environment, networking concepts & technologies, VPN, Microsoft Office 365, SharePoint Online, Microsoft Teams, and more.
  • Amazing customer service goes a long way, so expectations here are high in addition to understanding the importance of it.   
**Must reside within the State of Wisconsin to be considered for this position. Position requires you to be near one of our client's 39 Wisconsin offices but does allow you to work from home.
  • Required Education - Associates or better in Information Technology
  • Required Experience - Related IT experience, minimum 5 years Service Desk experience. In lieu of education, will consider candidates with 7 years experience.

About Beacon Technologies

Are you looking to advance your career in information technology? Beacon Technologies offers career advancement opportunities, extensive training, and excellent benefits including paying for health and dental premiums for salaried employees. In addition to providing interesting opportunities, Beacon Technologies provides that old fashioned, personal touch, so you feel like a part of the Beacon team. Beacon Technologies, Inc is an equal employment opportunity employer with a functioning Affirmative Action Plan.