United Wheels Inc. ยท 22 hours ago
Service Desk Lead
Miamisburg, OH
Full-time
Onsite
Senior LevelUnited Wheels Inc. is an international leader in the design and manufacture of bicycles and e-bikes. The Service Desk Lead is responsible for overseeing the Service Desk function to ensure exceptional support for end users, managing help requests, and providing hands-on support at the desktop level.
AssociationConsumer GoodsOutdoors
Responsibilities
Develop and reinforce Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes
Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
Prioritize incidents and service requests according to defined processes to meet defined SLAs
Escalate incidents with accurate documentation to suitable IT team when required
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
Identify and learn appropriate software and hardware used and supported by the organization
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
Deploy pre-packaged software using distribution tools and processes as requested by end users
Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
Train, coach and mentor Service Desk Technicians and other junior staff
Engage in Change Control meetings as required
Qualification
Required
Associates degree in an Information Technology discipline or related field of study or equivalent experience
Proficient understanding of computer hardware and software
Experience with Windows and macOS operating systems
Familiarity with Microsoft Office Suite and cloud-based productivity tools
Experience with desktop and server operating systems, included but not limited to Windows 10/11, Mac OS, Windows server 2016/2022
Extensive application support experience to include O365, MS Teams, MS office suite, Windows Active Directory, Azure as well as SharePoint
Working knowledge of a range of diagnostic utilities: service desk (Zendesk, Connectwise), RMM (Ninja, Go Anywhere), MDM (Intune)
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning
Strong documentation skills
Ability to conduct research into a wide range of computing issues as required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly manner and language
Highly self-motivated and directed
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment
Preferred
Relevant IT certifications (CompTIA A+, Network+, or similar) preferred
Beneficial skills but not required: exposure to JD Edwards E1, LastPass, Veeam, Kandji and MFA application (Duo, MS Authenticator, Yubikey)
Familiarity with the fundamental principles of ITIL Service Management
Experience supporting global offices a huge plus!
Company
United Wheels Inc.
We're United Wheels, the global holding company of beloved outdoor brands Huffy, Niner, Buzz eBikes, Batch Bicycles, and VAAST, that enable our riders and their families to get out and enjoy the world around them.
201-500 employees
H1B Sponsorship
United Wheels Inc. 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)
Funding
Current Stage
Growth StageLeadership Team
Bruno Maier
President and CEO
Recent News
2024-12-16
Morningstar, Inc.
2024-12-03
Company data provided by crunchbase