Service Desk Lead

Full-time onsite position in Morrisville, NC.

About the role

4–6 years of experience in Help Desk, Information Management, or Customer Service delivery. 1–2 years of Shift Lead experience preferred. MCP/MSCE/MSCA or HDI CSS certification and ITIL V2/V3 knowledge (especially Service Desk, Incident, Problem, and Change Management) are preferred.

Responsibilities

• Provide technical expertise to the help desk team.
• Act as technical liaison between help desk and IM support groups.
• Maintain technical skill continuity and consistency of help desk staff.
• Ensure continuous improvement of services provided by the help desk.
• Provide telephone support to customer end users.
• Provide Problem Management System support activities.
• Work with Application and Infrastructure Development teams to ensure smooth transition of new hardware and software into support by the help desk, including preparation of help desk staff.
• Maintain skills inventory of help desk analysts and Work Request Coordinators:
  • Evaluate technical skills.
  • Develop and maintain Training Plan.
• Liaison between help desk and other groups on technical support issues:
  • Proactively work with other groups on normal process support issues.
  • Reactively gather technical information during outages, reduced services, emergencies, or other exceptions.
• Update, organize, and create easy electronic access to all help desk documentation (manuals, scripts, processes, process flow charts, notification escalation lists, weekly schedules, support documentation, etc.).
• Audit/monitor help desk analyst calls weekly using Call Recording tools, Live Barging, and Incident logging tools; deliver technical feedback and maintain an analyst-wise tracker.
• Develop processes to streamline daily help desk operations:
  • Work distribution.
  • Monitoring phone queue and email box.
  • Vendor management and follow-up.
  • User follow-up and ticket closure.
  • Maintaining front-end messages.
• Work closely with help desk manager to implement technical action items.
• Assist help desk manager in analyzing help desk group and individual statistics.
• Ensure implementation of Best Operating Practices (BOP) in the help desk.
• Establish communication links with other zones regarding technical and support environments.
• Keep knowledge updated by reviewing documentation periodically and updating it for new or changed processes.
• Manage small help desk-related projects.
• Serve as backup for the help desk Manager when absent.
• Document help desk processes.
• Provide hardware, software, and network problem diagnosis and resolution via telephone for end users.
• Route problems to internal IM support staff.
• Coordinate and manage relationships with vendors and support staff for problem resolution.
• Administer User Access and Exit controls.
• Use the Call Tracking System to document and manage problems, work requests, resolutions, and circumventions.
• Perform Problem Management System support activities: administration, technical updates, troubleshooting, and vendor relationship management.

Requirements

• Phone support experience.
• Technical helpdesk or technical call center experience.
• Disciplined, systematic problem-solving skills.
• Hands-on experience with:
  • Windows Operating systems (Clients: Windows 7, Vista, XP, 2000; Servers: Windows 2000, 2003, 2008).
  • Active Directory and Exchange 2003/2007.
  • ITSM ticketing tools (e.g., Remedy, HP Service Center, Peregrine Service Center).
  • User account creation for Active Directory, Exchange Mailboxes, and Distribution lists.
  • Remote desktop connectivity applications (e.g., SMS, Bomgar, WebEx, Live Meeting, Windows Native tools).
  • MS Office Suite (XP, 2003, 2007): Word, Excel, PowerPoint, Outlook, Project, Visio.
  • Internet browsers (e.g., Explorer, Chrome, Firefox).
  • VPN and remote dial-in users.
  • Support for laptops, desktops, and printers.
  • PDA and Blackberry support.
  • Other common desktop applications (e.g., Adobe Acrobat, Winzip).

Skills

• Excellent communication and conversation skills (verbal and written).
• Strong documentation skills.
• Proficiency in MS Office (including MS Project and Visio).
• Customer handling skills.
• Ability to handle unforeseen situations.
• High level of adaptability.
• Ability to learn new information quickly.
• Cross-functional team player.
• Dedication to providing high-quality, superior service.
• Ability to work flexible hours, including on-call via pager during the week.

Benefits

• Medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance.
• Employee assistance program.
• 401(k) retirement plan.
• 10 days of paid time off per year (some positions eligible for need-based leave with no designated days).
• 10 paid holidays per year.

Pay

Compensation depends on work location, skills, experience, education, and other factors permitted by law. Eligible for performance-based bonuses subject to company policies.