Key Responsibilities:

Serve as the primary point of contact for all service desk escalations and ensure timely resolution of issues
Manage a team of service desk analysts and provide guidance and support to ensure high-quality service delivery
Monitor service desk performance metrics and identify areas for improvement
Develop and implement service desk processes and procedures to streamline operations and improve efficiency
Oversee the onboarding and training of new service desk analysts
Collaborate with other teams within the organization to resolve complex technical issues
Act as a subject matter expert for service desk operations and provide guidance to other teams as needed
Stay up-to-date with industry trends and best practices to continuously improve service desk operations
Handle escalated customer inquiries and complaints in a professional and timely manner
Conduct regular performance evaluations for service desk analysts and provide feedback for improvement
Identify opportunities for service desk growth and make recommendations to management

Qualifications:

Bachelor's degree in Information Technology, Computer Science, or a related field
Minimum of 5 years of experience in a service desk or technical support role
At least 2 years of experience in a leadership or supervisory role
Strong knowledge of IT service management principles and best practices
Proven experience in managing a team and driving performance
Excellent communication and interpersonal skills
Ability to multitask and prioritize in a fast-paced environment
Strong problem-solving and decision-making skills
Customer-centric mindset and a commitment to delivering exceptional service
ITIL certification is a plus

If you are a driven and experienced service desk professional looking to take the next step in your career, we encourage you to apply for the Principal Service Desk Analyst position at Lobox. Join our team and be a part of our success story!

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