Senior Service Desk Lead - 24/7 IT Support & Automation

Verathon Inc.; Bothell (WA); Híbrido; USD 67 000 - 99 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Annual bonus

Medical benefits

Dental benefits

Vision benefits

Paid time off

401(k) matching

Resumo da oferta

Verathon is seeking a Senior Service Desk Technician to join the IT team in Bothell, WA. This role serves as the final escalation point for complex issues, mentoring Tier I-III technicians and coordinating after-hours coverage across Bothell, Burnaby, and Amsterdam.

The successful candidate will report metrics, drive process improvements, and help automate IT workflows while maintaining SOPs and knowledge bases.

Qualificações

• AA degree or relevant IT certification required; CompTIA A+, ITIL v4 Foundation, Microsoft certifications, or HDI preferred.
• Excellent written and verbal communication skills.
• Ability to lead informally and coordinate coverage, including after-hours.
• Experience with Microsoft platform software (Windows, Microsoft 365) and Apple macOS.

Responsabilidades

• Assist with day-to-day coverage planning for the Service Desk to maintain 24/7 availability across Bothell, Burnaby, and Amsterdam.
• Serve as the final escalation point for complex Tier I-III issues and diagnose root causes.
• Deliver exceptional customer service on high-visibility issues and communicate with stakeholders at all levels.
• Report Service Desk metrics, KPIs, and staffing issues to the Service Desk Manager regularly.
• Mentor and train Tier I-III Technicians as an informal team leader.

Conhecimentos

Leadership

Process improvement

Communication skills

After-hours support

Formação académica

AA degree or IT certification

Ferramentas

Azure

Active Directory

Intune

ITSM platforms (Freshservice, ServiceNow, Jira Service Management)

Descrição da oferta de emprego

Verathon is seeking a Senior Service Desk Technician to join the IT team in Bothell, WA. This role serves as the final escalation point for complex issues, mentoring Tier I-III technicians and coordinating after-hours coverage across Bothell, Burnaby, and Amsterdam.

The successful candidate will report metrics, drive process improvements, and help automate IT workflows while maintaining SOPs and knowledge bases.