Jira ITSM Help Desk II

The IT Help Desk Lead will oversee the information technology help desk and incoming tickets, ensuring smooth and effective technology operations. The role requires a proven track record of providing exceptional IT support and excellent communication, problem solving, and leadership skills.

Requirements

• Coordinate administrative and technical workloads for the help desk team
• Manage all tickets in ticket queue and calls escalated by Tier 1 Technical Support
• Provide updates on changing customer requirements and recommend solutions for tablet, laptop, and mobile device issues
• Develop processes and documentation for help desk procedures
• Evaluate user satisfaction and service delivery processes to identify areas of improvement