Service Desk Team Lead

The GEO Group, Inc.; Boulder (CO); On-site; USD 85,000 - 105,000; Full time

Job summary

A leading technology firm in Boulder is looking for a Service Desk Team Lead to oversee daily operations of the IT Service Desk. This role involves leading the service desk team for high customer service, coordinating procurement activities, and ensuring effective resolution of end-user issues. Candidates must have a Bachelor’s degree in a relevant field, with a strong background in IT support and procurement, and excellent leadership and communication skills. Experience with ITIL practices is preferred.

Qualifications

• 5+ years of experience in IT support and procurement.
• 2+ years in a leadership or team lead role.
• Strong knowledge of IT service management frameworks like ITIL.
• Must live in the US for the last 3 of the last 5 years.
• Excellent communication, interpersonal, and leadership skills.
• Experience with IT procurement processes and vendor management.
• Proficiency with service desk software and IT asset management tools.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving, analytical, and project management skills.

Responsibilities

• Oversee daily operations of the IT Service Desk.
• Lead service desk team, ensuring high customer service.
• Coordinate procurement activities with IT managers.
• Monitor service desk performance metrics and report to management.
• Maintain ITIL-based processes and workflows.
• Configure Service Desk tools and update workflows.
• Provide training and support to service desk team members.
• Serve as first escalation point for complex issues.
• Coordinate IT procurement with managers and track purchases.
• Develop vendor relationships and ensure favorable terms.
• Ensure compliance with company policies and inventory records.
• Collaborate with IT and other departments to address IT needs.
• Prepare regular reports on service desk and procurement performance.
• Identify process improvements and implement changes.
• Stay up-to-date with industry best practices and technologies.

Skills

Customer service

Technical support

Leadership

Communication

Problem-solving

Project management

Vendor management

IT asset management

Education

Bachelor’s degree in information technology or related field

Tools

Service desk software

IT asset management tools

Job description

BI is one of the leading technology companies in Boulder, Colorado and the largest provider of innovative electronic monitoring solutions in the United States. We excel at proving technological solutions to over 1,000 agencies nationwide and allowing those agencies to fulfill their missions without worrying about the technical complexities.

Summary

The Service Desk Team Lead is responsible for overseeing the daily operations of the IT Service Desk and ensuring timely and effective resolution of end-user issues. Coordinating procurement activities in collaboration with management.

Primary Duties and Responsibilities

• Leads the service desk team, ensuring high levels of customer service and technical support.
• Assigns service desk tickets to appropriate team members.
• Coordinates and prioritizes service desk tickets, ensuring timely and effective resolution.
• Monitors service desk performance metrics and report on team performance.
• Implements and maintains service desk processes and procedures in accordance with the ITIL framework to improve efficiency and effectiveness.
• Configures the Service Desk management tool to incorporate and update new processes and workflows.
• Provides training and support to service desk team members.
• Acts as the first point of escalation for complex or high-priority issues service desk tickets.
• Coordinates IT procurement activities with IT managers for the purchase of IT hardware, software, and services and tracking against budget.
• Develops and maintains relationships with vendors and suppliers to ensure favorable terms and conditions.
• Ensures procurement activities comply with company policies and procedures.
• Tracks and manages IT inventory, ensuring accurate records and optimal stock levels.
• Coordinates with finance and accounting departments to ensure timely processing of purchase orders and invoices.
• Conducts market research to stay informed about new products, services, and pricing trends.
• Works closely with other IT teams to ensure seamless integration of services and support.
• Communicates effectively with end-users, providing updates and information on service desk and procurement activities.
• Collaborates with other departments to understand and address their IT needs.
• Develops and delivers regular reports on service desk and procurement performance to senior management.
• Identifies opportunities for process improvements and implement changes to enhance service delivery and procurement efficiency.
• Stays up-to-date with industry best practices and emerging technologies to continually improve the service desk and procurement processes.
• Performs other duties as assigned.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field or equivalent experience.
• At least five (5)years of experience in IT support and procurement, with a minimum of two (2) years in a leadership or team lead role.
• Strong knowledge of IT service management (ITSM) frameworks, such as ITIL.
• Ability to receive client’s approval to work on contract required.
• Must live in the US 3 of the last 5 years (military and study abroad included).
• Excellent communication, interpersonal, and leadership skills.
• Experience with IT procurement processes and vendor management.
• Proficiency with service desk software and IT asset management tools.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Excellent problem-solving and analytical skills.
• Strong project management and organizational skills.
• Excellent verbal and written communication skills.
• Ability to work effectively in a team environment and collaborate with cross-functional teams.
• Strong focus on business outcomes and the ability to drive projects to completion.
• Ability to work with computers and the necessary software typically used by the department.

Working Conditions

Encountered on a regular basis as part of the work this job performs.

• Typical office environment.
• Requires on-call pager support after standard business hours 24 x 7 on a rotating basis.