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Materion Corporation · 1 day ago

Service Desk Lead

Cleveland, OH

Full-time

Onsite

Mid, Senior Level

3+ years exp

Materion Corporation is committed to inclusivity and growth opportunities for all employees. The IT Service Desk Lead will assist the Service Desk manager in improving processes, training technicians, and resolving customer inquiries and complaints, ensuring high-quality service delivery.

Advanced Materials

No H1B

U.S. Citizen Only

Responsibilities

Assist service desk technicians with managing their tickets queue and assist with complex issues

Ensure they complete tickets meeting the Service Level Agreement and following documented IT Infrastructure Library policies and procedures

Monitor and review calls and tickets between customers and technicians to ensure follow ups are happening and they are user friendly

Resolve level 1, 2 and 3 tickets on a “fill-in” basis when needed

Perform root cause / Corrective actions to permanently eliminate recurring issues

Stay informed of what is happening on the service desk real time and adjust staffing and efforts to adapt to current demands

Ensure technicians are informed about changes to Information Technology services, procedures, and policies

Complete training on new and existing processes with all technicians

Prepare, review, approve knowledge-based documents based on documented process

Identifies opportunities to update or improve customer service procedures and makes recommendations to the Desktop Services Manager

Manage/improve the IT Ticketing System

Qualification

IT Service DeskWindows PCServerITILIT ticketing systemNetwork operationsSCCMWindows 10Office 365TCP/IPWindows ServerEthernet technologyWAN technologyTechnical trainingCustomer serviceTeamsSharePointOneDriveLotus NotesDNSDHCP

Required

Bachelor's degree in Computer Science, Information Technology, or related degree is required. Extensive and proven technical on-the-job experience and practical knowledge could replace academic experience

Minimum of three years of experience in IT Service Desk and minimum of one year of lead experience

Minimum of three years of experience in Windows PC and server environment

Technical knowledge of current company standard applications and network operations including but not limited to: Windows 10, Office 365, Teams, SharePoint, OneDrive, SCCM, Software Center, TCP/IP, Windows Server (2012-current), Lotus Notes, DNS, and DHCP

Practical operating knowledge of Ethernet and WAN technology required

Experience using ITIL

Experience using and managing an IT ticketing system

The selection of the person to be hired for this position is contingent on the candidate having export compliance eligibility for access to U.S. controlled technology which comes under the licensing jurisdiction of the U.S. Department of State, International Traffic in Arms Regulations (ITAR) and the U.S. Department of Commerce, Export Administration Regulations (EAR)

The candidate selected will have to qualify as either a U.S. citizen, a U.S. National, a lawful permanent resident of the U.S., a Person Admitted into the U.S. as an Asylee or Refugee., a National of a country that is not prohibited from having access to U.S. controlled technology (via a letter of assurance), or a Person to be approved for an export license by the governing agency whose technology comes under its jurisdiction