Service Desk Lead & IT Operations Coach

Stellix; Foxborough (MA); On-site; USD 52,000 - 58,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Flexible Spending or Health Savings 1

Unlimited Vacation Time

10 Paid Holidays

12 Paid Weeks Paid Birthing Parent Le

Pet Insurance

401(k) & ESOP

Employee Referral Bonus

Professional Development Reimbursement

STD / LTD / Life Insurance

Job summary

Stellix is seeking a Service Desk Supervisor to oversee the service desk staff and operations. You will guide and coach the team and serve as an escalation point for larger issues, while owning IT projects within the group.

You’ll lead daily support activities, help improve the service desk catalog, and ensure thorough documentation of IT processes and procedures. This role is on-site in Massachusetts, with opportunities to shape service delivery.

Qualifications

• 5+ years in an IT support role or equivalent experience.
• 2+ years of supervisory or team lead experience.
• Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
• Must be well versed in all Microsoft Office programs and Office 365.
• Experience running a service desk (ITSM) platform.

Responsibilities

• Provide daily support to the service desk team through guidance and coaching and technical support. (appx 50% of time)
• Improve and increase the service desk catalog offering
• Support the IT Manager in ongoing projects and initiatives. (appx 50%)
• Work to improve IT processes and procedures and checklists using thorough documentation practices.

Skills

Self-Motivated

Detail oriented

Troubleshooting

Multi-tasking

Curiosity

Excellence

Education

Associates Degree

Tools

Office 365

Windows 11

ITSM

RMM

Intune

Active Directory

Job description

Stellix is seeking a Service Desk Supervisor to oversee the service desk staff and operations. You will guide and coach the team and serve as an escalation point for larger issues, while owning IT projects within the group.

You’ll lead daily support activities, help improve the service desk catalog, and ensure thorough documentation of IT processes and procedures. This role is on-site in Massachusetts, with opportunities to shape service delivery.