The IT Service Desk Lead is responsible for overseeing the day-to-day operations of a company's IT Service desk, managing a team of technicians, ensuring efficient resolution of user technical issues related to hardware, software, and network access, while maintaining high service levels and adhering to established service level agreements (SLAs) by prioritizing tickets, monitoring performance, and continually improving support processes.

Responsibilities:

· Team Management:

· Lead by example

· Recruit, hire, and train IT Service Desk technicians.

· Assign tasks and manage workload distribution among team members.

· Conduct performance reviews and provide feedback to staff.

· Foster a positive and collaborative team environment.

· Operational Management:

· Monitor and manage incoming support tickets through the help desk ticketing system (Jira).

· Prioritize issues based on severity and impact.

· Track key performance metrics like resolution time, customer satisfaction, and ticket volume.

· Implement and maintain help desk procedures and standards.

· Ensure adherence to SLAs.

· Technical Support:

· Provide escalated technical support for complex issues that cannot be resolved by the help desk technicians.

· Diagnose and troubleshoot technical problems related to hardware, software, network connectivity, and applications.

· Stay updated on new technologies and industry trends to effectively support users.

· Knowledge Base Development:

· Maintain and update a comprehensive knowledge base with troubleshooting guides and FAQs to empower users and technicians.

· Encourage knowledge sharing within the team to improve problem-solving capabilities.

· Reporting and Analysis:

· Generate reports on help desk performance, identifying trends and areas for improvement.

· Analyze user feedback to identify recurring issues and implement solutions.

· Collaborate with other IT teams to address systemic issues impacting user experience.

Other duties as assigned

Requirements

• Strong understanding of IT infrastructure including hardware, software, networking protocols, and operating systems. Example technologies:
• Windows Desktop system, Linux Redhat work stations,
• Jira ticket systems
• VPNS, Networking, Firewalls
• Excellent problem-solving and troubleshooting skills
• Exceptional customer service and communication skills
• Ability to manage multiple priorities and meet deadlines
• Experience with help desk ticketing systems and monitoring tools
• Leadership and team management abilities
• Demonstrated attention to detail

Benefits

SciTec offers a highly competitive salary and benefits package, including:

• Employee Stock Ownership Plan (ESOP)
• 3% Fully Vested Company 401K Contribution (no employee contribution required)
• 100% company paid HSA Medical insurance, with a choice of 2 buy-up options
• 80% company paid Dental insurance
• 100% company paid Vision insurance
• 100% company paid Life insurance
• 100% company paid Long-term Disability insurance
• Short-term Disability insurance
• Annual Profit-Sharing Plan
• Discretionary Performance Bonus
• Paid Parental Leave
• Generous Paid Time Off, including Holiday, Vacation, and Sick Pay
• Flexible Work Hours

The pay range for this position is $93,000- $116,000 / year. SciTec considers several factors when extending an offer of employment, including but not limited to the role and associated responsibilities, a candidate's work experience, education/training, and key skills. This is not a guarantee of compensation.

SciTec is committed to hiring and retaining a diverse workforce and is proud to be an Equal Opportunity/Affirmative Action employer. M/F/VETS/Disabled