Service Desk Lead Tier 2

Tulsa, United States


IT Technician job description template

Summary:

Austin Staffing, Inc. is hiring an experienced Service Desk Lead in Broken Arrow, OK. The Service Desk Lead will be responsible for monitoring and managing each incoming service request. Each request needs to be dispatched in a timely manner to the appropriate resource. This position requires high attention to detail and being able to provide superior customer service to all clients.

Responsibilities:
- Be the point of contact for all customer service requests as the Service Desk Lead
- Coordinate all support groups to ensure maximum utilization of billable resources
- Pre-process service requests as they arrive through email, manual entry, or direct customer input
- Schedule internal and field resources on the ConnectWise dispatch portal
- Monitor resource schedules to ensure prompt time entry
- Communicate the necessary information to the customers as required
- Provide IT support relating to issues with the internal systems and network infrastructure
- Communicate with all parties in a constructive manner to guarantee customer expectations are met
- Ensure consistency of the Service Desk dept. By enforcing the standards and procedures

Qualifications:
- 5+ years of experience working at a Service Desk or similar experience
- Strong IT troubleshooting abilities
- Experience with ConnectWise Ticket System
Apply for the Service Desk Lead position if you are ready to trouble shoot with our customers.

Austin Staffing, Inc. is an Equal Opportunity Employer. It is their policy to hire without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, disability, sexual orientation or veteran status.


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