Lead Service Desk Analyst

At Lobox, we value diversity and are committed to creating an inclusive and supportive work environment for all employees

Job Title: Lead Service Desk Analyst

Location: New York, New York, United States

Job Type: Contract

Salary: $107 Per hour

Lobox is seeking a highly skilled and motivated Lead Service Desk Analyst to join our team. As the Lead Service Desk Analyst, you will be responsible for providing technical support and guidance to our service desk team, ensuring the efficient and effective delivery of IT services to our clients. This is a leadership role, and we are looking for an individual who has excellent communication and problem-solving skills, as well as a passion for delivering exceptional customer service.

Key Responsibilities:

• Lead and mentor a team of service desk analysts, providing guidance and support to ensure the team meets and exceeds performance goals
• Prioritize and delegate tasks to team members, ensuring timely and efficient resolution of technical issues
• Serve as the first point of contact for complex technical issues and escalations, providing assistance and guidance to resolve the issue in a timely manner
• Monitor and analyze service desk metrics and trends, identifying areas for improvement and implementing strategies to enhance service delivery
• Develop and maintain knowledge base articles and training materials for the service desk team, ensuring they are equipped with the necessary skills and knowledge to provide excellent customer service
• Collaborate with other IT teams to resolve technical issues and ensure seamless integration and communication between departments
• Stay up-to-date with industry trends and advancements in technology, and provide recommendations for process improvements and new tools or systems to enhance the service desk function
• Participate in the recruitment and onboarding of new service desk analysts, providing training and support to ensure they are able to perform their duties effectively

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum of 5 years of experience in a service desk or technical support role, with at least 1-2 years in a leadership or supervisory position
• Strong technical knowledge and understanding of IT infrastructure, systems, and applications
• Excellent communication skills, with the ability to communicate technical information to non-technical individuals in a clear and concise manner
• Proven experience in managing and motivating a team, with a focus on achieving performance goals and delivering exceptional customer service
• Ability to multitask and prioritize tasks in a fast-paced environment
• Strong problem-solving skills and the ability to think critically and analytically
• ITIL certification is preferred, but not required

We offer competitive salaries, comprehensive benefits packages, and opportunities for career growth and development. If you have a passion for IT and a desire to lead a team in providing exceptional service to our clients, we encourage you to apply for the position of Lead Service Desk Analyst.