[Hiring] Service Desk Lead @CSG

Role Description

We are looking for a Service Desk Lead who will:

• Lead a team of service desk analysts, providing guidance, training, and performance feedback.
• Serve as an escalation point for complex technical issues and customer concerns, ensuring timely and effective problem resolution.
• Develop, implement, and enforce Standard Operating Procedures (SOPs) to maintain consistent service quality and Standards Compliance.
• Conduct Problem Analysis to identify root causes of recurring issues and implement preventative measures.
• Collaborate with Cross-Functional Teams and External Partners to ensure seamless service delivery and support for integrated systems.
• Manage Service Desk operations, including incident management, request fulfillment, etc.
• Communicate effectively with Customers, providing clear updates and managing expectations.
• Facilitate Group Problem Solving sessions to address systemic issues and improve service efficiency.
• Apply Analytical Thinking to evaluate service metrics, identify trends, and recommend improvements.
• Champion People Management best practices, fostering a positive and productive team environment.
• Ensure adherence to all relevant Management Process guidelines and company policies.
• Continuously seek opportunities to enhance Interpersonal Communication within the team and with stakeholders.

Qualifications

• Bachelor’s degree in computer science, Computer Engineering, related field, or equivalent experience.
• 7+ years experience with a minimum of 4 years of relevant experience in Service Desk or IT Support operations.
• Proven experience in incident and request management, with strong adherence to SLAs and operational metrics.
• Demonstrated ability to support or lead a team of service desk analysts, including mentoring, coaching, or serving as an SME/Lead.
• Strong understanding of ITIL processes, including Incident, Request, and Escalation Management.
• Consistent performance record with no active disciplinary actions.
• Proven track record in delivering high quality, productivity, and customer experience outcomes.
• Strong communication, collaboration, and stakeholder management skills.
• Experience in service desk or IT support leadership roles.
• Solid understanding of operations management principles.
• Demonstrated people management and team leadership capabilities.
• Excellent analytical thinking and problem-solving skills.
• Strong interpersonal and communication abilities.
• Experience in developing Standard Operating Procedures (SOPs) and ensuring standards compliance.
• Proven ability in effective problem resolution.
• Ability to work with external customers and partners.
• Experience in cross-functional collaboration and group problem-solving.
• Familiarity with IT Service Management (ITSM) frameworks and process methodologies.

Benefits

• Work from Home, in-office, or hybrid.
• Employee Belonging Groups.
• Healthcare: Dental, Medical, and Vision.
• Paid Vacation, Volunteer, and Holiday Time Off.
• And so much more!