IT Service Desk Lead - Austin, United States - Dutech

Dutech
Dutech
Verified Company
Austin, United States

17 hours ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description
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Job Description_
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Additional job details and special considerations_


Acts as the technical team lead for the IT Service Desk as a Service, supporting the external users of computer systems through a help desk structure that spans the range from providing first-line assistance for operational problems of agency information technology systems through collaborating with multiple IT support organizations and program policy sections to research and resolve more difficult and complex problems.

Monitors performance of vendor-provided staff and/or vendor-managed services; collects data to analyze performance against service level agreements; enforces guidelines, procedures, and policies; participates in bringing new programs into the Service Desk as a Service structure; assigns work to others and monitors its quality and completeness.

Works under mínimal supervision, with extensive latitude for the use of initiative and independent judgment.

II. CANDIDATE SKILLS AND QUALIFICATIONS


Minimum Requirements:
Years Required/Preferred Experience

8 Required Leadership of a help desk / service desk

2 Required Experience developing process / training documentation

2 Required Experience researching and resolving escalated problems, including the most complex and/or critical customer issues.

2 Preferred Experience gathering and analyzing performance metrics

2 Preferred Ability to guide knowledge transfer as staff roll off and on the service desk


Salary:
$ $60.00 per hour


Experience level:

  • 9 years

Schedule:

  • 8 hour shift

Experience:


  • Help desk: 6 years (required)
  • Windows: 6 years (required)

Work Location:
On the road
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