Service Desk Lead
K2 Services
Full-time
On-site
Cleveland, Ohio, United States
POSITION SUMMARY:
The role of Service Desk Lead at K2 Services is a key leadership role responsible for ensuring the smooth operation of onsite technical support services. This position entails overseeing the onsite support team, managing service delivery, and maintaining high standards of customer satisfaction. The Service Desk Lead will collaborate with various departments to optimize processes and drive continuous improvement initiatives in onsite support operations.
ROLES & RESPONSIBILITIES:
Onsite Support Operations:
- Daily in-office presence to supervise and manage the day-to-day operations of the onsite support team, including incident management, problem resolution, and hardware/software installations.
- Ensure timely response and resolution of onsite technical issues, adhering to defined service level agreements.
- Oversee the implementation and maintenance of onsite support processes and tools to enhance service delivery efficiency.
- Lead, coach, and mentor the onsite support team, providing guidance on technical issues and professional development opportunities.
- Conduct performance evaluations, set performance goals, and foster a culture of accountability and collaboration within the team.
- Coordinate staffing schedules to ensure adequate coverage and optimize resource allocation for onsite support activities.
- Identify opportunities to optimize onsite support processes, workflows, and tools to improve efficiency and customer satisfaction.
- Implement best practices for incident management, knowledge management, and customer feedback collection in onsite support operations.
- Monitor key performance indicators (KPIs) and metrics to track onsite support performance and drive continuous improvement initiatives.
KNOWLEDGE, SKILLS & ATTRIBUTES:
- Customer-centric mindset with a strong focus on delivering exceptional onsite support services.
- Adaptability and ability to thrive in a fast-paced environment, managing multiple tasks effectively.
- Attention to detail and commitment to delivering high-quality, timely onsite support solutions.
- Excellent communication and interpersonal skills, with the ability to collaborate with diverse teams and influence stakeholders at all levels.
- Strong leadership and team management abilities, with a focus on fostering a culture of innovation and excellence within the onsite support team.
- Models the company values of Respect, Accountability, Collaboration, Innovation and Service Orientation
Experience:
- 8+ years of experience in IT support roles, with at least 3 years in a managerial or supervisory capacity.
- Preferred: Bachelor’s degree in Information Technology, Computer Science, or related field.
- Preferred: Previous background in Professional Services or Legal Services
- Preferred: ITIL Foundation certification or equivalent.
- Proven track record of successfully managing onsite support operations and driving process improvements.