Lead IT Service Desk Specialist - Hybrid/Remote

DelDOT; Dover (DE); Híbrido; USD 65 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health Plan

Tuition reimbursement

Pension plan

Paid time off

Resumo da oferta

The Department of Technology & Information (DTI) in Delaware is seeking a Lead Service Support Specialist to oversee the help desk for its customer base. You will supervise a team, ensure incident management policy adherence, and escalate complex issues to higher levels of support.

You will also develop training, maintain documentation, and monitor performance metrics to improve service delivery. Telework is eligible under Delaware policy; a hybrid work arrangement is available where duties

Qualificações

• Must have a high school diploma or GED.
• Within last 3 years must have spent at least 2 years working on an IT Service Desk.
• A minimum of 1 year experience with ServiceNow.
• A minimum of 1 year experience conducting help desk training.

Responsabilidades

• Coordinate a team of Service Support Specialists to maintain day-to-day help desk support.
• Execute Service Desk policies and procedures for incidents and requests.
• Ensure incidents are diagnosed and escalated to level 2 and 3 support.
• Communicate incident status and outages to customers and management.
• Log incidents in the tracking system and monitor SLAs.
• Develop and maintain knowledge base repository.
• Provide hands-on PC and peripheral support as directed.
• Generate help desk performance statistics.
• Train new and existing staff on Service Desk processes.

Conhecimentos

IT Service Desk

Technical phone support

Training staff

Customer service

Communication

Formação académica

High school diploma or GED

Bachelor’s degree preferred

Ferramentas

ServiceNow

Help desk software

Descrição da oferta de emprego

The Department of Technology & Information (DTI) in Delaware is seeking a Lead Service Support Specialist to oversee the help desk for its customer base. You will supervise a team, ensure incident management policy adherence, and escalate complex issues to higher levels of support.

You will also develop training, maintain documentation, and monitor performance metrics to improve service delivery. Telework is eligible under Delaware policy; a hybrid work arrangement is available where duties