Service Desk Lead: ITIL-Driven Team Coach

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

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.