Service Desk Lead

We are looking for a Service Desk Lead for our client in Thornton, CO. This is a long-term contract opportunity. This is a 100% onsite role. The ideal candidate will have general experience and knowledge of troubleshooting processes for wide areas of IT (hardware, software, network, account, mobile, etc.). Previous experience managing or leading a team is preferred or at least 3 years of previous Service Desk experience at the Analyst or Tier 2 level. ITIL certification and/or knowledge is a plus.

• Provide technical coaching, mentoring, and performance guidance to Service Desk Analysts. This includes reviewing their customer interactions, providing feedback on process adherence, and assisting with Tier 1 duties as needed to ensure coverage and hands-on training.
• Serve as the primary escalation point for Service Desk Analysts. Provide advanced computer troubleshooting, analysis, critical thinking, and problem-solving skills for complex or priority support issues.
• Review escalated tickets, provide advanced support for Tier 2 Incidents and complex Service Requests, and assist analysts in handling critical Incidents, ensuring rapid resolution within established SLAs (Service Level Agreements) and policies.
• Identify, document, and advocate for continuous process improvement opportunities across support operations. Develop and maintain clear, up-to-date resolutions and procedural documentation to strengthen Knowledge Management, minimize future escalations, and enhance overall service efficiency. A key focus includes increasing First Call Resolution by empowering Service Desk technicians to resolve Tier 1 and Tier 2 tickets through improved guidance, training, and streamlined workflows that enable issues to be addressed at the earliest point of contact.
• Receive, log, handle preliminary communications, and properly route calls and requests for the larger IT team. This includes accurate classification of contacts as either Incidents or Service Requests.
• Own the Customer Service experience and maintain ownership and advocacy for the customer on issues lacking a clear responsible party until successful resolution is received. Ensure that all Incidents and Service Requests are properly closed out with the customer.
• Facilitate solutions with customers while interacting with more specialized internal IT support teams and vendors. Accurately document all contacts for troubleshooting, escalation, and reporting purposes.