Service Desk Lead

Bayforce; Libertyville (IL); On-site; USD 60,000 - 100,000; Full time

Job summary

Join a dynamic team at a forward-thinking company where you will play a crucial role in supporting IT operations. In this exciting position, you will assist the IT Service Desk Manager in ensuring smooth operations, from scheduling team visits to providing top-notch technical support for various IT systems and applications. Your expertise will help maintain compliance with IT security requirements and enhance the overall customer experience for all IT users. If you are passionate about technology and enjoy problem-solving, this is the perfect opportunity to make a significant impact in a collaborative environment.

Qualifications

• 7-10 years of experience in IT support with a Bachelor’s degree.
• 12 years of experience required if no degree.

Responsibilities

• Assist in scheduling and managing IT Service Desk operations.
• Provide level 1&2 technical support and maintain IT systems.

Skills

IT Support

Customer Service

Technical Troubleshooting

Communication Skills

Cyber Security Awareness

Inventory Management

Education

Bachelor’s degree in Computer Science

Equivalent experience (12 years)

Tools

O365

OKTA

Active Directory

Windows OS

IT Help Ticketing Tool

Job description

You will assist the IT Service Desk Manager in key tasks to meet Service Desk goals and responsibilities and keep the department running smoothly. This includes:

1. Scheduling Team members for visits to remote sites; updating the calendar; keeping the IT Service Desk manager informed.
2. Keeping the calendar of New Hires and Terminations, making sure both are completed on a timely basis; ensuring team members are following all procedures so our documentation remains up to date.
3. Keeping an up-to-date list of laptops available for deployment.
4. Training Team members in the latest updates and procedures.
5. Providing “White glove” service to senior level employees as needed.
6. Leading and providing IT support relating to technical issues involving various IT systems and applications, including O365, OKTA, Active Directory, Computer hardware and operating systems.
7. Managing Windows OS patching process for all workstations to ensure all known vulnerabilities are patched according to the IT security compliance requirements.
8. Providing level 1&2 technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
9. Providing remote access solutions installation and technical support to all IT users: VPN and Terminal services.
10. Effectively leading and using IT help ticketing tool to consistently achieve Service Level Agreement (SLA) commitments.
11. Providing an extraordinary customer experience to all IT users (employees), including exhibiting effective communication by keeping IT users informed of incident progress, and impending changes/planned IT system outages.
12. Maintaining IT systems and applications knowledge base articles relevant to the IT service desk function and keeping them accurate/updated.
13. Participating and supporting cyber security incidents response group’s operational activities to timely avert cyber security threats.
14. Managing IT computer assets, including computer inventory management and e-waste recycling process.
15. Monitoring and evaluating efficiency of software/hardware usage, providing items to be covered in training of users, making them more efficient.
16. Leading and providing computer deployments and repair work service, including installation of workstations and printers on the LAN.
17. Monitoring and reporting licenses on applications to ensure compliance on a periodic basis.

Requirements

Qualifications:

1. Bachelor’s degree in computer science or equivalent, with 7 – 10 years of related experience.
2. Minimum 12 years of related experience if no college degree.

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Information Technology

Industries

Agricultural Chemical Manufacturing