Service Desk Analyst Team Lead

Job Summary

A company is looking for a Service Desk Analyst - SME (Team Lead) to provide first-line technical support to end-users and improve service delivery.

Key Responsibilities

• Prepare and present daily SLA reports to the customer
• Monitor incoming calls and incident tickets for trends and coordinate with support groups to manage outages
• Oversee training of service desk agents and provide coaching to address performance issues

Required Qualifications

• High School diploma with 3-5 years of relevant experience
• Advanced computer literacy skills
• Experience managing remote staff and using ServiceNow or similar ticketing systems
• Experience troubleshooting Windows 11, Microsoft 365, and iOS mobile devices
• Must be able to acquire a Public Trust clearance