Lead a dynamic service desk team delivering top-tier IT support for an innovative solutions provider in Southern New Jersey. Oversee operations, drive process improvements, and ensure exceptional customer satisfaction in a fast-paced environment.

Overview

Join our team as a Service Desk Lead at IT Solution Provider, a trusted name in delivering cutting-edge IT solutions across Southern New Jersey. In this pivotal role, you will spearhead the service desk operations, ensuring seamless IT support for our clients and internal teams. This position offers the chance to lead, innovate, and grow within a collaborative and forward-thinking organization.

Key Responsibilities

• Manage and mentor a team of service desk analysts, fostering a culture of excellence and continuous improvement
• Oversee daily ticket resolution, SLA adherence, and service desk metrics to maintain high performance standards
• Develop and implement processes to enhance service delivery, reduce downtime, and improve first-contact resolution rates
• Collaborate with IT infrastructure teams, vendors, and stakeholders to resolve escalated issues promptly
• Conduct regular training sessions, performance reviews, and knowledge-sharing initiatives for the team
• Analyze service desk data to identify trends, bottlenecks, and opportunities for automation and efficiency gains
• Ensure compliance with IT security policies, data protection standards, and industry regulations
• Contribute to budgeting, resource planning, and strategic initiatives for the service desk function

Why Join Us?

We are committed to empowering our employees with the tools, training, and autonomy needed to excel. As a Service Desk Lead, you'll play a crucial role in our mission to provide reliable, customer-centric IT services. Enjoy a supportive work culture, career advancement paths, and the satisfaction of making a tangible impact on business operations.

This is a REMOTE_CONTRACT opportunity based in Mount Laurel, New Jersey, ideal for experienced leaders passionate about IT support excellence.

• 5+ years of experience in IT service desk operations, with at least 2 years in a leadership role
• Strong knowledge of ITIL frameworks and service management best practices
• Proficiency in ticketing systems (e.g., ServiceNow, Zendesk) and remote support tools
• Excellent leadership and team management skills, with experience mentoring junior staff
• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
• Relevant certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator
• Ability to handle high-volume support queries and escalate complex issues effectively
• Strong communication skills for interacting with end-users, stakeholders, and vendors

• Competitive monthly salary range with performance bonuses
• Comprehensive health, dental, and vision insurance coverage
• 401(k) retirement plan with company matching
• Generous paid time off, including vacation, sick days, and holidays
• Professional development opportunities and certification reimbursements
• Flexible work arrangements, including hybrid options
• Employee assistance program and wellness initiatives
• Modern office environment with latest IT tools and resources