Service Desk/Help Desk Lead
Upper Marlboro, MD

Job Description

Company Description

Your Way IT Solutions (YWITS) is a leading Managed Services Provider (MSP) applying a customer and process-based focus towards IT Support and consulting. Our clients range from commercial businesses and non-profits to government agencies in the Washington, DC Metropolitan Area.

Job Description

The Service Desk Department is the single point of contact for client IT issues, responsible for managing client expectations and delivering exceptional customer service. Service Desk Leads are responisble for supporting small and medium scale enterprise business networks, both remotely and on-site.This position requires occasional travel to client sites within the Washington, DC metro area, after-hours and/or weekend work to meet client needs.

* Triage reactive support request
* Capture data needed to process request
* Manage ITIL/ISO based processes
* Meet and Report on Key Performance Indicators (KPIs) and Metrics daily, weekly and monthly
* Manage client expectations
* Follow up with clients to ensure customer satisfaction prior to closing tickets
* Identify patterns and issues in our process and delivery and provide recommendations for improvement and automation
* Identify and offer potential solutions for recurring issues
* Maintain internal and client documentation
* Resolve 90-95% of tickets generated from clients, alarms, internally etc. within a set period of time
* Escalate tickets to other service delivery areas as needed

Qualifications

* At least 3 years in a service desk or help desk role
* Detail oriented
* Strong organization skills
* Strong troubleshooting skills
* Broad range of technology experience (Servers, Desktop, Printer, Security, Cloud Services, Networking Equipment etc.)
* Office 365 Administration preferred
* Experience working in a high paced service desk/help desk environment
* Experience in MSP environment preferred

Additional Information

All your information will be kept confidential according to EEO guidelines

Must have a clean background no exceptions, background check will be performed

Work is performed in a fast-paced Information Technology environment

Interview process will be 1st round phone screen and online skills test and 2nd round on-site interview

Able to lift 50 pounds