Wade Trim · 3 weeks ago
Service Desk Team Lead - #2842
Detroit, MI
Full-time
Hybrid
Senior Level
7+ years expWade Trim is a company dedicated to maximizing the value of infrastructure investments and solving engineering challenges. They are seeking a Service Desk Team Lead to lead a team of technicians, ensuring high-quality customer support and implementing process improvements within the Service Desk function.
Consulting
Responsibilities
Lead a team of Service Desk technicians, providing guidance, and support
Ensure the delivery of high-quality customer support, resolving user inquiries and issues effectively and within established Service Level agreements
Monitor, analyze and report on Service Desk metrics, identifying areas for improvement and teaming with manager to implement process changes to enhance performance and efficiency
Participate in the development and implementation of new Service Desk processes and procedures
Provide technical expertise and guidance to team members, addressing complex technical issues and ensuring timely resolution
Collaborate with other IT teams to address issues impacting the other IT silos and ensure smooth operation of IT services
Facilitate communication and escalation processes within the IT department
Ensure compliance with relevant policies and procedures, including data security and privacy regulations
Stay abreast of the latest industry trends and technologies, leveraging knowledge to drive innovation and improvement within the Service Desk function
Maintain a safe working environment
Qualification
Required
Bachelor's degree in Information Technology or a related field
Familiarity with personal computer hardware and software configurations
7+ years of experience in a Service Desk environment, with experience in a team leadership role
Proven ability to lead and motivate a team, providing direction and support to achieve desired outcomes
Strong technical skills in troubleshooting and resolving a variety of IT issues, including hardware, software, and network problems
Experience with IT Service Management (ITSM) practices, including ITIL (Information Technology Infrastructure Library)
Excellent communication, interpersonal, and problem-solving skills
Strong organizational skills, with the ability to manage multiple tasks and priorities effectively
Experience with maintaining Service Max or other ITSM tools
Preferred
A+ and/or MCP certification is a plus
Benefits
Medical
Dental
Vision
Life insurance
Short and long-term disability coverage
Education reimbursement
401(k)
Performance bonuses
Employee stock program
Company
Wade Trim
Wade Trim is a civil engineering company providing consulting engineering, planning, and surveying services.
501-1000 employees
H1B Sponsorship
Wade Trim has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2021 (1)
Funding
Current Stage
Late StageLeadership Team
Andrew McCune
President, CEO and Chairman
Ralph Picano
Chief Financial Officer
Recent News
Help Net Security
2025-02-21
Crain's Detroit Business
2025-01-28
Company data provided by crunchbase