IT Service Desk Lead

Job description

IT Service Desk Lead / Tier III

Searching for a Senior Level Tier III Service Desk or Technical Support individual who enjoys providing quality support services; with ability to lead and mentor other technicians or engineers. This is a direct hire role with a prominent financial company in Houston with excellent benefits, perks and compensation.

Responsibilities:


Serve as the escalation point for Service Desk team in helping clients and users company-wideCreate incidents and service requests on behalf of clients when neededSet the priority for resolving incidents based on impact and urgencyInvestigating and diagnosing incidents and researching solutionsResponsible for updating service requestsEscalate appropriately to Network and Systems teamsDevelop and improved internal processes and proceduresMentor, guide or help Tier I and II support folks on how to provide quality servicesDelegate tasks accordingly based on requests in queueProvideEnsures organizational standards based on ITIL principles are implemented
Qualifications:


Several years of Tier III work experience in an IT Call Center or Service Desk environmentDemonstrated experience in leading and mentoring teams membersAbility to train, advise or coach othersEffectiveness in communication clearly to team members at all levelsAbility to manage multiple requests or projects simultaneouslyExperience in providing top notch service to executive leadership team members or other stakeholdersSolid background in troubleshooting Windows and MS application environmentsFamiliar in learning and supporting enterprise level proprietary software or applicationsExperience in diagnosing Network and Systems issues for escalationExperience within Enterprise level Desktop Support or Service Desk environments
 

Please send your resume to Shawn Jen, Senior Technical Recruiter for immediate consideration. Let us help you secure an interview!

 

ABOUT US

Irvine Technology Corporation (ITC) is an award-winning Information Technology Solutions and Staffing provider with roots in Southern California. For over fifteen years, we have had the privilege of serving exceptional client organizations as both a local and national resource. Our team is comprised of seasoned technologists, staffing industry thought leaders, top-notch recruiters, dedicated account executives, and a world class support staff.

Irvine Technology Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Irvine Technology Corporation complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.