Service Desk Lead

Manhattan, New York Permanent USD110,000 - USD130,000 per year
  • Software company
  • Seeks a Service Desk Lead

About Our Client

Top tier growing software as a service company.

Job Description

  • Manage and lead a team of service desk technicians, providing guidance and support to ensure excellent customer service delivery.
  • Oversee the day-to-day operations of the service desk, including ticket management, prioritization, and escalation of issues as needed.
  • Collaborate with other departments, such as product development and quality assurance, to ensure timely resolution of customer issues and implementation of service improvements.
  • Develop and maintain service desk policies, procedures, and documentation to ensure consistency and efficiency in operations.
  • Monitor service desk performance metrics and KPIs, analyze trends, and identify areas for improvement to enhance customer satisfaction.

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.

The Successful Applicant

  • Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
  • Proven experience in a service desk or technical support role, with at least [3 years] in a leadership or supervisory capacity.
  • Strong technical skills in troubleshooting software and hardware issues, with knowledge of operating systems, networks, and software applications.
  • Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
  • 5+ years of experience working with IT systems, networks, and related technologies (macOS, Chrome, Google Workspace, Ticket management hardware experience)
  • Experience with G-suite / Microsoft Office 365
  • Experience with Okta
  • Working knowledge of A/V conferencing systems (Zoom, Crestron)

What's on Offer

Competitive compenstation and benefits.

Elizabeth Coughlan
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Job summary

Information Technology
Sub Sector
IT Support
Business Services
Contract Type
Consultant name
Elizabeth Coughlan
Job Reference