Customer Solution Center Rep 5 - Technical
Core
Lead and mentor a team of service desk technicians while providing advanced troubleshooting for escalated IT issues.
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, Performance metrics analysis, Stakeholder communication, End-user training
Preferred skills
Bachelor's degree in IT/CS, ITIL/CompTIA/Microsoft certifications, Experience with ServiceNow/BMC Remedy
Technologies
ServiceNow, BMC Remedy, Windows, macOS, Networking, Cloud services
Responsibilities
Lead and mentor service desk technicians, Oversee daily service desk operations and SLAs, Act as escalation point for complex technical issues, Conduct performance reviews and monitor team metrics, Troubleshoot escalated hardware/software/network issues, Manage and prioritize incoming service desk requests
Seniority
Senior, hands-on IC with leadership responsibilities