Service Desk Lead Technician

Job Description

Title:Service Desk Lead

Location: San Antonio,TX

Duration:12 Months 

Role Description :

Point of contact between local end-user / customers and IS. Facilitate the identification of user needs and the deployment of solutions. Maintain relationships with local management and user community to promote customer satisfaction.

General Description :

Responsible for leading and coordinating the daily IT/IS service management and operational needs of the site. The operational lead coordinates, motivates, service staff (Tech L3, Tech L2) in effective and efficient operations. Monitors customer requests and incidents, to level workload, adjusting assignments to meet priority and KPI targets. Schedule all service work and assignments for technicians. Oversee work to insure satisfaction for the customer. Maintain a safe, 5S work area, maintaining documented standards, and primary and secondary coverage with appropriate ongoing training / cross training. Reporting status, KPIs and escalate issues to site management as appropriate. Support of Site Annual activities – Software compliance, Physical inventory and other initiatives throughout the year.

Work hours:

Normally 7:30am - 4:00pm Monday - Friday. Some amount of flex time, or overtime, will be required to meet business needs. Scheduled weekend work will also be required from time-to-time to meet business needs. On-call availability will be required to support service escalations.

Requirements/Must Have :

- Excellent customer service focus.

- Daily Operations (Incident / Request Mgmt)

– Prior experience with Level 2 / 3 Service desk operations & ticket resolution tracking.

- Detailed KPI (ticket metrics) creation

– Experience with creating ticket metrics to identify areas for improvement & focus.

- Problem / Crisis support

– The ability to be available to support TMMTX site specific issues when they arise. Expediting VIP requests as needed.

- Assist Level 2 / Level 3s with ticket escalation / resolution as needed.

- Manage team support schedules, rotations and achieve workload balancing.

    * Skills & Qualification :

    * Education and General Experience:

    * College degree preferred.

    * ITIL working experience is preferred.

    * ITIL certification is a plus.

    * Japanese cultural understanding is a plus.

    * Experience in Information Systems development processes is a plus.

    * Must have high business ethics. Travel Expectations

    * Minimum, position based out of TMMTX, San Antonio TX.

    * Preferred, but not required. Software

    * Remedy, ServiceNow, Microsoft Office-Word, Powerpoint, Excel, and Visio

Qualifications

Additional Information