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

Verathon; Seattle (WA); Vor Ort; USD 44.000 - 66.000; Vollzeit

Benefits dieser Stelle

Medical benefits

401(k) matching

Paid holidays

Zusammenfassung

Verathon is seeking a Senior Service Desk Technician to join the IT team in Bothell, WA. You will act as the final escalation point for complex issues, mentor Tier I-III technicians, and help coordinate after-hours coverage across Bothell, Burnaby, and Amsterdam.

You will report on Service Desk metrics and drive process improvements, including automation, to boost efficiency and service delivery. Strong communication and technical judgment are essential in this role.

Qualifikationen

• 4–6 years of progressive IT technical support experience with leadership capability.
• 2+ years in a service desk, desktop support, or help desk environment with process-improvement contributions.
• AA degree or IT certification is required; CompTIA A+, ITIL v4, Microsoft certs, or HDI preferred.

Aufgaben

• Assist with day-to-day coverage planning for 24/7 availability across Bothell, Burnaby, and Amsterdam.
• Serve as final escalation point for complex Tier I-III issues with root-cause analysis.
• Deliver exceptional customer service on high-visibility issues and communicate with stakeholders.
• ReportService Desk metrics and staffing to the Manager weekly.
• Mentor and train Tier I-III technicians as an informal team leader.
• Drive process improvements and automation to improve efficiency.
• Maintain SOPs and knowledge base for complex issues.

Kenntnisse

IT support experience

Leadership capability

Communication skills

Mentoring

Ausbildung

AA degree or IT cert

CompTIA A+

ITIL v4 Foundation

Microsoft certifications

HDI certification

Tools

Microsoft Intune

Azure AD

ITSM platforms (Freshservice/ServiceNow/Jira)

Microsoft 365

Windows

macOS

Active Directory

Jobbeschreibung

Verathon is seeking a Senior Service Desk Technician to join the IT team in Bothell, WA. You will act as the final escalation point for complex issues, mentor Tier I-III technicians, and help coordinate after-hours coverage across Bothell, Burnaby, and Amsterdam.

You will report on Service Desk metrics and drive process improvements, including automation, to boost efficiency and service delivery. Strong communication and technical judgment are essential in this role.