Customer Solution Center Rep 5 - Technical
Core
Lead and mentor a team of service desk technicians while providing hands-on advanced troubleshooting for escalated IT incidents.
Role type
Senior IC service desk technical lead
Builds
High-quality IT support services and continuous process improvements
Domain
IT Service Management (ITSM)
Required skills
Team leadership and mentorship, Advanced IT troubleshooting, ITIL best practices, Stakeholder management, Performance metrics analysis, End-user training
Preferred skills
Bachelor's degree in IT/CS, ITIL/CompTIA/Microsoft certifications, Experience with ServiceNow or BMC Remedy
Technologies
ServiceNow, BMC Remedy, Windows, macOS, Networking, Cloud services
Responsibilities
Lead and mentor service desk technicians, Oversee daily service desk operations and SLA adherence, Act as escalation point for complex technical issues, Analyze and report on service desk performance metrics, Manage and prioritize incoming incidents and escalations, Provide end-user training and support documentation
Seniority
Senior, hands-on IC with leadership responsibilities
