Summary: The Service Desk Site Lead is responsible for managing daily service desk operations, ensuring effective resolution of IT support issues, and leading service desk staff. This role serves as the primary contact for local IT support activities and involves monitoring service level agreements and coordinating onsite IT support. The position requires strong leadership and communication skills to facilitate collaboration between users and IT teams. The role is remote, allowing for flexibility in work arrangements.

Key Responsibilities:

• Lead and coordinate daily service desk operations to ensure high-quality IT support services.
• Supervise service desk analysts and technicians, providing guidance, coaching, and performance feedback.
• Monitor incident, service request, and problem management activities to ensure adherence to service level agreements (SLAs).
• Act as the primary escalation point for complex technical issues and customer concerns.
• Coordinate onsite IT support activities, including hardware deployment, troubleshooting, and user support.
• Collaborate with infrastructure, application, and business teams to resolve technical issues and service disruptions.
• Track service desk metrics, analyze trends, and recommend process improvements.
• Ensure accurate documentation of incidents, requests, procedures, and knowledge base articles.
• Support change management, asset management, and IT compliance initiatives.
• Facilitate communication between local users, IT teams, and management regarding service issues and improvements.

Key Skills:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Strong knowledge of IT service management (ITSM) processes, including incident, problem, and change management.
• Experience supporting Windows, macOS, mobile devices, networking, and common enterprise applications.
• Strong troubleshooting, organizational, and customer service skills.
• Excellent verbal and written communication skills.
• ITIL Foundation certification or equivalent IT service management certification (preferred).
• Experience with service desk and ticketing platforms such as ServiceNow, Jira Service Management, or similar tools (preferred).
• Experience supporting enterprise environments and distributed teams (preferred).
• Knowledge of endpoint management and collaboration tools (preferred).

Salary (Rate): undetermined

City: undetermined

Country: undetermined

Working Arrangements: remote

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT