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Service Desk Lead

Morrisville, NC, US • Posted 14 hours ago • Updated 14 hours ago

Contract W2

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Depends on Experience

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Job Details

Skills

Analytical Skill
Auditing
Collaboration
Communication
Conflict Resolution
Continuous Improvement
Customer Relationship Management (CRM)

Summary

We are looking for Service Desk Lead for our client in Morrisville, NC

Job Title: Service Desk Lead

Job Location: Morrisville, NC

Job Type: Contract

Job Overview:

Lead and manage service desk operations to deliver high-quality infrastructure support services.
Drive service delivery excellence, team performance, and customer satisfaction in a fast-paced environment.
Oversee process implementation, automation, and continuous improvement initiatives.

Requirements/Must Have:

7 10 years of overall experience with at least 2+ years in IT operations or team management roles.
Strong experience in managing service desk or infrastructure support teams.
Expertise in ITIL processes and service delivery frameworks.
Strong leadership, decision-making, and team-building skills.
Experience in SLA management and service performance monitoring.
Excellent written and verbal communication skills.
Ability to work in a 24/7 environment with flexible timings.

Responsibilities:

Deliver managed services and ensure adherence to service delivery standards and processes.
Build, manage, and develop teams across people, process, and technology domains.
Maintain strong customer relationships and ensure high levels of satisfaction.
Monitor and control infrastructure service delivery and ensure compliance with methodologies.
Drive service expansion and identify transformation opportunities.
Implement and optimize ITIL processes and automation in service delivery.
Manage resource utilization, attrition, and team performance.
Ensure audit readiness and compliance with security standards.
Conduct regular service and process audits.
Drive employee engagement, training, and career progression.
Manage SLA performance and collaborate with technical leads and service owners.
Ensure continuous service improvement and operational excellence.

Skills:

Strong people management and leadership skills.
Process definition and implementation expertise.
Customer relationship management.
Analytical and problem-solving abilities.
Ability to work in high-pressure environments.

Qualification And Education:

Bachelor s degree in Engineering, Computer Applications, or related field preferred.

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.

Dice Id: 10516350
Position Id: NC_SIDL_0408
Posted 14 hours ago

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