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The GEO Group, Inc. · 4 hours ago

Service Desk Team Lead

Boulder, CO

Full-time

Onsite

Senior Level

5+ years exp

The GEO Group, Inc. is a leading technology company in Boulder, Colorado, specializing in innovative electronic monitoring solutions. The Service Desk Team Lead is responsible for overseeing the daily operations of the IT Service Desk, ensuring effective resolution of end-user issues and coordinating procurement activities with management.

FinanceHealth CareMedical

No H1B

U.S. Citizen Only

Responsibilities

Leads the service desk team, ensuring high levels of customer service and technical support

Assigns service desk tickets to appropriate team members

Coordinates and prioritizes service desk tickets, ensuring timely and effective resolution

Monitors service desk performance metrics and report on team performance

Implements and maintains service desk processes and procedures in accordance with the ITIL framework to improve efficiency and effectiveness

Configures the Service Desk management tool to incorporate and update new processes and workflows

Provides training and support to service desk team members

Acts as the first point of escalation for complex or high-priority issues service desk tickets

Coordinates IT procurement activities with IT managers for the purchase of IT hardware, software, and services and tracking against budget

Develops and maintains relationships with vendors and suppliers to ensure favorable terms and conditions

Ensures procurement activities comply with company policies and procedures

Tracks and manages IT inventory, ensuring accurate records and optimal stock levels

Coordinates with finance and accounting departments to ensure timely processing of purchase orders and invoices

Conducts market research to stay informed about new products, services, and pricing trends

Works closely with other IT teams to ensure seamless integration of services and support

Communicates effectively with end-users, providing updates and information on service desk and procurement activities

Collaborates with other departments to understand and address their IT needs

Develops and delivers regular reports on service desk and procurement performance to senior management

Identifies opportunities for process improvements and implement changes to enhance service delivery and procurement efficiency

Stays up-to-date with industry best practices and emerging technologies to continually improve the service desk and procurement processes

Performs other duties as assigned

Qualification

IT service management (ITSM)Service desk softwareLeadership experienceIT procurement processesVendor managementCommunication skillsProblem-solving skillsProject management skillsTeam collaboration

Required

Bachelor's degree in information technology, Computer Science, or a related field or equivalent experience

At least five (5) years of experience in IT support and procurement, with a minimum of two (2) years in a leadership or team lead role

Strong knowledge of IT service management (ITSM) frameworks, such as ITIL

United States citizenship required

Ability to receive client's approval to work on contract required

Must live in the US 3 of the last 5 years (military and study abroad included)

Excellent communication, interpersonal, and leadership skills

Experience with IT procurement processes and vendor management

Proficiency with service desk software and IT asset management tools

Ability to work in a fast-paced environment and manage multiple priorities

Excellent problem-solving and analytical skills

Strong project management and organizational skills

Excellent verbal and written communication skills

Ability to work effectively in a team environment and collaborate with cross-functional teams

Strong focus on business outcomes and the ability to drive projects to completion

Ability to work with computers and the necessary software typically used by the department

Benefits

Paid Time Off

Paid Holidays

401(k) Matching

Health Insurance

Vision Insurance

Life Insurance

Health Savings Account

Tuition Reimbursement

Employee Discount

Reduced Tuition Rates

Disability Insurance

Employee Assistance Program

401(k)

Pet Insurance

Dental Insurance

Paid Training

Flexible Spending Account

Company

The GEO Group, Inc.

Glassdoor2.8

Global Leader in Evidence-Based Rehabilitation The GEO Group is committed to providing leading, evidence-based rehabilitation programs to individuals while in-custody and post-release into the community through the "GEO Continuum of CareTM." GEO's diversified services platform provides unique capabilities for the delivery of educational and vocational programs, cognitive behavioral and substance abuse treatment, and faith-based services across the entire corrections spectrum.

Founded in 1984

Boca Raton, Florida, USA

10001+ employees