Service Desk Consultant/Lead

Pipe Recruit; Raleigh (NC); On-site; USD 70,000 - 90,000; Full time

Job summary

A technology service provider is seeking a Service Desk Consultant/Lead in Raleigh, NC. This role involves leading the IT service desk operations and ensuring efficient resolution of technical issues while improving overall service delivery. The ideal candidate will have over 5 years of experience in IT support roles, with strong leadership and technical skills. Responsibilities include managing the service desk team, implementing best practices, and optimizing processes to enhance user experience and efficiency.

Qualifications

• 5+ years in IT service desk/support roles with leadership experience.

Responsibilities

• Oversee day-to-day IT support operations.
• Implement ITIL best practices for incident management.
• Monitor and improve SLAs and KPIs.
• Lead and mentor service desk analysts.
• Analyze recurring issues for root cause resolution.

Skills

Troubleshooting Windows/MacOS

Active Directory

Networking fundamentals

Strong leadership

Communication

Problem-solving

Customer service

Education

Bachelors degree in IT, Computer Science, or a related field

Tools

ITIL Foundation

Microsoft Certified: Modern Desktop Administrator

HDI Support Center Manager

Job description

About the job Service Desk Consultant/Lead

Job Summary:

The Service Desk Consultant/Lead is responsible for overseeing IT service desk operations, ensuring efficient resolution of technical issues, and improving service delivery. This role involves leading a team of support analysts, optimizing IT support processes, and implementing best practices to enhance user experience and IT efficiency.

Key Responsibilities:

Service Desk Management:

• Oversee day-to-day IT support operations, ensuring timely resolution of incidents and service requests.
• Implement ITIL best practices for incident, problem, and change management.
• Monitor and improve Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Lead, mentor, and coach service desk analysts and technicians.
• Conduct training sessions to improve troubleshooting skills and customer service.
• Manage shift schedules to ensure consistent IT support coverage.

Technical Support & Process Improvement:

• Analyze recurring issues and drive root cause resolution.
• Optimize service desk workflows and recommend automation/self-service solutions.
• Collaborate with IT teams (infrastructure, security, applications) to resolve complex issues.
• Act as the primary point of contact between IT support and business teams.
• Conduct regular meetings with stakeholders to review service desk performance.
• Provide reports and insights on service desk operations and trends.

IT Asset & Knowledge Management:

• Maintain accurate records of IT assets, licenses, and software.
• Develop and maintain a knowledge base for common issues and resolutions.

Security & Compliance:

• Ensure compliance with IT security policies and industry standards (e.g., ITIL, ISO 27001).
• Implement security best practices to protect IT assets and data.

Required Skills & Qualifications:

• Education: Bachelors degree in IT, Computer Science, or a related field (preferred).
• Experience: 5+ years in IT service desk/support roles, with leadership experience.
• Certifications (Preferred): ITIL Foundation, Microsoft Certified: Modern Desktop Administrator, HDI Support Center Manager.
• Technical Skills:Troubleshooting Windows/MacOS, Active Directory, networking fundamentals.
• Soft Skills: Strong leadership, communication, problem-solving, and customer service skills.