Senior Service Desk Lead - 24/7 Ops & Team Growth

DMI; Atlanta (GA); On-site; USD 127,452 - 155,775; Full time

Benefits offered by this job

Virtual health visits

Tuition assistance

401(k) matches

Life insurance

Wellness programs

Job summary

DMI, located in Atlanta, Georgia, is seeking a Sr. Service Desk Shift Lead responsible for overseeing daily service desk operations ensuring timely resolution of IT incidents. The candidate will lead and mentor a team of service desk technicians and act as the primary escalation point for complex technical issues.

Qualifications include a Bachelor of Science in Information Technology and 2-4 years as a Service Desk Shift Lead. Benefits include virtual health visits, performance reviews, and wellness programs.

Qualifications

• 2-4 years of experience working as a Service Desk Shift Lead.
• ITIL certification preferred.

Responsibilities

• Oversee daily service desk operations and resolve IT incidents.
• Lead and mentor a team of service desk technicians.
• Ensure adherence to established SLAs and KPIs.
• Act as escalation point for complex technical issues.

Skills

Service Desk Leadership

Incident Resolution

Team Mentoring

Policy Implementation

Process Improvement

Education

Bachelor of Science in Information Technology

Job description

DMI, located in Atlanta, Georgia, is seeking a Sr. Service Desk Shift Lead responsible for overseeing daily service desk operations ensuring timely resolution of IT incidents. The candidate will lead and mentor a team of service desk technicians and act as the primary escalation point for complex technical issues.

Qualifications include a Bachelor of Science in Information Technology and 2-4 years as a Service Desk Shift Lead. Benefits include virtual health visits, performance reviews, and wellness programs.