Service Desk Lead Technician

Computech Corporation; San Antonio (TX); On-site; USD 75,000 - 95,000; Full time

Job summary

A technology services provider based in San Antonio is looking for a Service Management Lead to oversee IT/IS operations. In this role, you will coordinate daily service management activities, monitor customer requests to ensure satisfaction, and manage team support schedules. Ideal candidates will have experience with Level 2/3 service desk operations and be familiar with ITIL processes. A strong focus on metrics and customer service is essential. This position may also require on-call availability and occasional overtime.

Qualifications

• Experience with ticket resolution tracking and monitoring KPIs.
• Ability to support TMMTX site-specific issues as they arise.
• ITIL working experience preferred; certification is a plus.

Responsibilities

• Lead and coordinate daily IT/IS service management.
• Monitor customer requests and workload for priority and KPI targets.
• Schedule service work and assignments for technicians.

Skills

Incident / Request Management

Level 2 / Level 3 Service Desk Operations

KPI Creation

Problem / Crisis Support

Team Scheduling Management

Education

ITIL Certification

Tools

Remedy

ServiceNow

Microsoft Office

Job description

Overview

Point of contact between local end-user / customers and IS. Facilitate the identification of user needs and the deployment of solutions. Maintain relationships with local management and user community to promote customer satisfaction.

Responsibilities

Responsible for leading and coordinating the daily IT/IS service management and operational needs of the site. The operational lead coordinates, motivates, service staff (Tech L3, Tech L2) in effective and efficient operations. Monitors customer requests and incidents, to level workload, adjusting assignments to meet priority and KPI targets. Schedule all service work and assignments for technicians. Oversee work to insure satisfaction for the customer. Maintain a safe, 5S work area, maintaining documented standards, and primary and secondary coverage with appropriate ongoing training / cross training. Reporting status, KPIs and escalate issues to site management as appropriate. Support of Site Annual activities – Software compliance, Physical inventory and other initiatives throughout the year.

Work hours

Normally 7:30am - 4:00pm Monday - Friday. Some amount of flex time, or overtime, will be required to meet business needs. Scheduled weekend work will also be required from time-to-time to meet business needs. On-call availability will be required to support service escalations.

Requirements / Must Have

• Daily Operations (Incident / Request Mgmt)
• Prior experience with Level 2 / 3 Service desk operations & ticket resolution tracking.
• Detailed KPI (ticket metrics) creation
• Experience with creating ticket metrics to identify areas for improvement & focus.
• Problem / Crisis support
• The ability to be available to support TMMTX site specific issues when they arise. Expediting VIP requests as needed.
• Assist Level 2 / Level 3s with ticket escalation / resolution as needed.
• Manage team support schedules, rotations and achieve workload balancing.

Skills & Qualifications

• Education and General Experience: ITIL working experience is preferred.
• ITIL certification is a plus.
• Japanese cultural understanding is a plus.
• Experience in Information Systems development processes is a plus.
• Must have high business ethics.

Travel & Location

Minimum, position based out of TMMTX, San Antonio TX. Preferred, but not required.

Software

• Remedy, ServiceNow, Microsoft Office-Word, Powerpoint, Excel, and Visio