IT Service Desk Lead

Description

1. Demonstrated alignment with the company's mission and core business values; 
2. Collaboration with key internal/external resources and 
3. Ongoing self-development.

Essential Functions

• Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission.
• Diagnoses and troubleshoots technical issues, hardware, software, and network configuration.
• Develops and implements strategic initiatives to enhance IT service delivery and align with organizational goals.
• Collaborates with senior leadership to understand and address evolving IT support needs.
• Acts as a point of escalation for complex issues and oversees resolution strategies.
• Diagnoses and troubleshoots technical issues, hardware, software, and network configuration.
• Leads initiatives to improve self-service capabilities and reduce overall service desk workload.
• Prioritize and manages several open tickets/incidents and/or projects at one time.
• Utilizes active listening skills, in addition to targeted questioning, to understand the root of the problem quickly and efficiently.
• Documents technical knowledge in the form of ticket notes, Knowledge Base articles and How To’s.
• Records positive response times, documentation and closure of tickets which will be measured against Service Desk Key Performance Indicators.
• Answers calls efficiently and effectively to ensure a high level of customer satisfaction.
• Consistently meets target Key Performance Indicators in a Service Desk Environment to include, but not limited to, response times, documentation, and closure of tickets.
• Works through the problem-solving process with customers, empowering them to do the same in the future.
• Ensures a positive experience for customers as measured via customer satisfaction surveys.
• Properly escalates unresolved issues to appropriate internal teams (e.g., Systems, Networking, Software Developers, etc.)
• Provides coaching and support to Service Desk Agents and provides input regarding Performance Evaluations to the Service Desk Manager.
• Collaborates with Service Desk Manager on implementing procedures meant to improve the customer experience. 
• Assists Service Desk Agents with recommendations on enhancing skillsets and improved efficiencies.
• Works safely always and adheres to all applicable safety policies; complies with all company policies, procedures, and standards.
• Requires regular and punctual employee attendance.
• Performs other duties as assigned.

Knowledge, Skills, and Abilities

• Advanced understanding of Windows Operating Systems, computer hardware, networking, and security systems.
• Exceptional troubleshooting and diagnostic skills with a focus on technical and non-technical audiences.
• Expertise with remote ITSM support applications and Helpdesk software. (e.g., GoTo, Fresh Service, Microsoft Teams).
• Excellent time management and organizational skills.
• Strong interpersonal and customer service skills, with the ability to explain complex technical concepts to non-technical users. 
• Familiarity with IT service desk KPIs, metrics, and reporting frameworks.
• Ability to analyze and categorize data and information to determine the relationship of the data with reference to established criteria/standards.
• Ability to advise and provide interpretation to others on how to apply policies, procedures, and standards to specific situations.
• Ability to exercise independent judgment, decisiveness, and creativity in problem-solving.
• Ability to work independently as well as a part of a diversified, fast paced team.
• Ability to understand technical manuals, software specifications, hardware principles of operations, and systems software operations.

Requirements

• High school diploma or equivalent required; bachelor’s degree in computer science, Information Technology, or a related field is preferred.
• Minimum of 6+ years’ experience in Technical Support, Desktop Support, or a similar role.
• Technician or similar role is required.
• Certification in Microsoft, CompTIA A+/Network+ or similar technology is strongly preferred.

• Up to 25%, to include overnight stays, may be required.
• Valid driver’s license required.

• This position involves extended periods in a stationary position; additionally, occasional movement inside the office to access office machinery, file cabinets, etc. 
• This role frequently communicates with others, must be able to exchange accurate information in these situations.
• The position requires visual acuity, speech, and hearing; hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment.
• Sufficient strength and coordination for lifting, pushing, pulling, and/or carrying the weight of equipment weighing up to 30 lbs.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

• Works primarily inside an office environment.
• Frequently works at fast pace with unscheduled interruptions.