Service Desk Lead

Overview

On Site
Full Time

Skills

UI
Network
Microsoft
Tier 1
Cloud Computing
Recruiting
Partnership
Service Delivery
Mentorship
Issue Tracking
Collaboration
IT Management
Knowledge Base
Performance Metrics
Management
Distribution
Training
Reporting
Continuous Improvement
Regulatory Compliance
Service Level
Onboarding
Hardware Installation
Software Installation
Information Technology
Computer Science
Technical Support
Service Desk
Leadership
Supervision
Microsoft Windows
Google Chrome OS
Computer Networking
Hardware Troubleshooting
Communication
Conflict Resolution
Problem Solving
Customer Service
IT Service Management
ServiceNow
Zendesk
ITIL
Active Directory
Mobile Device Management
Master Data Management

Job Details

CCS Global Tech is a rapidly growing Information Technology company with a diverse portfolio of technology products and services and a large network of industry partnerships. With over 22 years of being a successful business with a global talent pool and presence, CCS is a certified Microsoft Gold Partner and specializes in delivering expert Microsoft based solutions for technical and business needs. We have been recognized by Inc. 500 Magazine as one of the fastest growing small companies in the Unites States.
we are a Tier 1 vendor for the City and County of San Francisco for Cloud Services, Staffing Services and Training Services. For this multi-year opportunity with a diverse set of needs to address, we are currently focusing on establishing partnerships with individuals as well as companies who can help us enhance our overall service portfolio, cut lead times, and ultimately help us deliver successfully. We currently hold sizable Government accounts in the San Francisco bay area including City and County of San Francisco, San Mateo County, and Santa Clara County.
We take great pride in our global reach and local influence. Your experience alongside our highly skilled and talented internal team who guide you along the way, offers key insights into what helps you stand out in a competitive job market.
If you are a partner company, please submit resumes with contact information of your own W2 Consultants only. Submitted consultants are expected to have excellent communication skills.

Job Summary:
The IT Service Desk Lead oversees the daily operations of the service desk team, ensuring the delivery of high-quality technical support services to end-users. This position acts as a key liaison between IT staff and business units, providing leadership, coordination, and support to resolve issues efficiently and ensure consistent service delivery.

Key Responsibilities:
Lead and mentor the IT Service Desk team to ensure excellent customer service and technical support.
Monitor and manage the ticketing system to ensure timely and accurate resolution of incidents and service requests.
Act as an escalation point for complex or high-impact issues and ensure appropriate follow-up and communication.
Collaborate with IT leadership to develop and implement service desk procedures, knowledge base articles, and performance metrics.
Coordinate coverage schedules and manage daily workload distribution.
Conduct regular performance reviews and training sessions for service desk staff.
Analyze service desk trends and report findings to drive continuous improvement efforts.
Ensure compliance with IT policies, procedures, and service level agreements (SLAs).
Assist in onboarding and offboarding procedures for users, including account creation, hardware setup, and software installation.

Qualifications:

Required:
Associate's or Bachelor's degree in Information Technology, Computer Science, or related field; or equivalent work experience.
3+ years of experience in IT support or service desk environment, including 1+ year in a leadership or supervisory role.
Strong knowledge of Windows/Mac/Chrome OS, networking basics, and hardware troubleshooting.
Excellent communication, problem-solving, and customer service skills.
Experience with ITSM tools (e.g., ServiceNow, HaloITSM, Zendesk, etc.)

Preferred:
ITIL Foundation certification.
Familiarity with Active Directory, Google Workspace, mobile device management (MDM), and enterprise security protocols.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

About CCS Global Tech