IT Service Desk Lead – Remote Flexibility
A leading Managed Service Provider (MSP) based in Central New Jersey. We deliver exceptional IT services and support to a diverse range of clients with a strong focus on customer satisfaction and innovative solutions. We pride ourselves on our collaborative team environment and commitment to excellence. At Atlantic IT Solutions, we value our employees as our greatest asset and are dedicated to fostering a culture of growth and work-life balance.
Position Overview:
We are seeking a IT Service Desk Lead – Remote Flexibility with MSP experience to join our team. This role involves overseeing the day-to-day operations of our service desk, ensuring that clients receive timely, efficient, and high-quality support. Responsibilities include managing a team of service desk professionals, implementing best practices, and driving continuous improvement in service delivery.
IT Service Desk Lead – Remote Flexibility Responsibilities
- Lead, mentor, and motivate a team of service desk technicians to achieve high levels of performance, productivity, and job satisfaction.
- Oversee service desk operations, including ticket management, incident resolution, and service request fulfillment, ensuring that SLAs and KPIs are met or exceeded.
- Develop and implement service desk processes and procedures to enhance efficiency, reduce response times, and improve customer satisfaction.
- Act as the primary point of contact for client escalations, ensuring prompt and effective resolution of issues.
- Generate and analyze performance reports to identify trends, areas for improvement, and opportunities for growth.
- Provide ongoing training and development opportunities for the service desk team, ensuring that they stay up-to-date with the latest technologies and best practices.
- Work closely with other departments to ensure seamless integration of service desk operations with overall IT strategy and business objectives.
- Troubleshoot and resolve complex technical issues that may require advanced expertise or escalation.
IT Service Desk Lead – Remote Flexibility Qualifications:
- Proven experience in a Managed Service Provider (MSP) environment is required.
- Minimum of 5 years of experience in an IT support or service desk role, with at least 2 years in a managerial or supervisory capacity.
- Strong technical background with experience in ticketing systems (e.g., ConnectWise, Autotask), and common IT tools and technologies.
- Proven ability to lead and motivate a team, with excellent communication, interpersonal, and problem-solving skills.
IT Service Desk Lead – Remote Flexibility Benefits:
- Competitive salary and benefits package
- Opportunities for professional growth and development
- A supportive and collaborative work environment
- Flexible work arrangements
- Health, dental, and vision insurance
- 401(k) plan with company match
- Paid time off and holidays
