Workplace Engineering Track Associate

Service Desk Lead – Job description • Supervise and mentor Service Desk team members, providing guidance, support, and training. • Delegate tasks and prioritize workload effectively to meet service level agreements (SLAs). • Conduct regular performance evaluations and provide constructive feedback to team members. • Facilitate regular team meetings to communicate updates, review goals, and resolve challenges • Act as an escalation point for complex technical issues and ensure timely resolution. • Monitor and manage the ticketing system to ensure SLAs and key performance indicators (KPIs) are met. • Ensure proper documentation of incidents, problems, and solutions in the knowledge base. • Identify recurring issues and work with other IT teams to implement long-term fixes. • Develop and implement standard operating procedures (SOPs) for service desk activities. • Analyze service desk performance data to identify trends, bottlenecks, and areas for improvement. • Propose and implement process enhancements to improve efficiency and service quality. • Stay updated on ITIL best practices and incorporate them into daily operations. • Maintain clear and consistent communication with end-users, ensuring their issues are understood and addressed. • Provide regular updates to IT leadership on service desk performance, challenges, and improvements. • Collaborate with other IT teams to align support activities with broader IT initiatives. • Provide hands-on support for hardware, software, and network-related issues as needed. • Ensure adherence to security policies and compliance standards in IT support practices. • Manage software deployments, system updates, and hardware upgrades in collaboration with IT teams. • Onboard new service desk team members and ensure they are trained on tools, processes, and policies. • Develop and deliver training materials to enhance team skills and end-user knowledge.