Service Desk Site Lead

Location-Remote

Position Summary

The Service Desk Site Lead is responsible for overseeing day-to-day service desk operations at a designated site, ensuring timely and effective resolution of IT support issues. This role provides leadership to service desk staff, manages incident and request fulfillment processes, and serves as the primary point of contact for local IT support activities.

Key Responsibilities

• Lead and coordinate daily service desk operations to ensure high-quality IT support services.
• Supervise service desk analysts and technicians, providing guidance, coaching, and performance feedback.
• Monitor incident, service request, and problem management activities to ensure adherence to service level agreements (SLAs).
• Act as the primary escalation point for complex technical issues and customer concerns.
• Coordinate onsite IT support activities, including hardware deployment, troubleshooting, and user support.
• Collaborate with infrastructure, application, and business teams to resolve technical issues and service disruptions.
• Track service desk metrics, analyze trends, and recommend process improvements.
• Ensure accurate documentation of incidents, requests, procedures, and knowledge base articles.
• Support change management, asset management, and IT compliance initiatives.
• Facilitate communication between local users, IT teams, and management regarding service issues and improvements.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Strong knowledge of IT service management (ITSM) processes, including incident, problem, and change management.
• Experience supporting Windows, macOS, mobile devices, networking, and common enterprise applications.
• Strong troubleshooting, organizational, and customer service skills.
• Excellent verbal and written communication skills.

Preferred Qualifications

• ITIL Foundation certification or equivalent IT service management certification.
• Experience with service desk and ticketing platforms such as ServiceNow, Jira Service Management, or similar tools.
• Experience supporting enterprise environments and distributed teams.
• Knowledge of endpoint management and collaboration tools.