Service Desk L2
Orange, CA

Job Description

Position: Service Desk L2

Location: Orange, CA

Introduction

Lumen21 is looking for a highly skilled, self-motivated Service Desk L2 to join our fast-paced cloud computing environment. Leveraging years of knowledge and experience on managed services, you will support your team to support a global, hybrid cloud computing environment within both commercial service providers and on-premises deployments, while focusing on process improvements and providing exceptional quality user support.

About Our Company

Lumen21 is working with open-minded professionals like you, who are relentless and passionate about designing and building solutions for the world's most demanding challenges and in helping our clients do the same. We are always learning, sharing expertise, and targeting to aim high and work together to drive innovation. We are confident you will thrive in our company of experts and make a difference.

As a Lumener, you can change the way the world works. It's what we have been doing for more than ten years. A new world is taking shape before our eyes, and what we do here is a big part of it. We are the leading providers of compliant cloud solutions within healthcare and financial service organizations worldwide. We empower you to make digital transformation thus producing a more meaningful impact on our customers at Lumen21.

Day in a Life at Lumen21

This position requires you to work in General Shifts, e.g., 09:00 a.m. to 06:00 p.m. Once you start your day in shift, you will have communication with your Manager to go over the day's priorities. Your Manager will assign tasks to you, providing you with information about current important escalation and issues. In addition, you will be trained by managers and members, establish and adhere to metrics driven quality controls and introduce or maintain best business practices and ITIL processes. This is a hands-on role with the expectation of direct client engagement.

Job Requirement

* Develop trust with clients, customers, teammates, and members through transparency, accountability, and credible action.
* Practice ownership and responsibility for all IT Support Management Services issues to ensure a high degree of customer satisfaction.
* Develop a performance measurement framework in conjunction with internal and external stakeholders and facilitate feedback to team members on customer service issues, communication, and technical skills to enhance the quality of support delivered.
* Participate in the development of Service Level Agreements (SLAs) and ongoing management of service level compliance.
* Provide daily, weekly and monthly metrics driven status reports to leadership.
* Act as the primary liaison to clients and leadership for all IT Support Service issues.
* Maintain a high level of team morale and manage IT Support Service resources for optimal performance.
* Proactively monitor dashboards and program statuses to provide operational awareness to
* customers and ensure all issues and incidents are responded to in a timely manner and tracked to resolution.
* Collaborate effectively with dispersed, cross-organizational support desk staff.

Desired Candidate

* 3-5 years leading an ITIL V3 based or ISO 20000 certified service desk operation in a complex, dispersed IT Cloud Computing environment providing 24x7x365 customer support.

3-5 years of experience in IT Support Services.
* Deep expertise in the function of tiered help desks (all tiers), including asset management, configuration management, and the deployment of new hardware/software/services.

Willingness to accommodate new or changed scope and areas of responsibility for Service Desk functions are essential.
* Candidate must possess a customer service, mission-first mindset and an excellent working knowledge of managing customer relationships.
* Familiarity with enterprise ITSM tools (BMC Remedy, Service Now, etc.) and technical expertise/background in Windows, Linux and Cloud-based technologies including AWS and Microsoft Azure.
* Expertise migrating, consolidating or modernizing enterprise IT help desk organizations is highly desired.
* Bachelor degree or higher in a technical field or IT-related discipline.
* Exceptional oral and written communication skills and strong negotiation and mediation skills are a must.
* Knowledge of ITIL, technical expertise/background in Windows, Linux and Cloud-based technologies including AWS and Microsoft Azure.
* Must be able to work during U.S.A. time zone (i.e. night shifts) if required for an indefinite period of time.
* Bachelor's degree in any field.
* MCSA Microsoft Office 365 certification will be preferred

Pay & Benefit

Lumen21 will pay the salary on a monthly basis. The company has other employee benefit programs which include Mediclaim with value-added services etc. As part of an organization training and development program, we provide training on the latest product, services which are launched in the IT sector. Further, we sponsor certification of employees based on their skillsets.

How to Apply

Would you like to be a part of Lumen21 and become a Lumener, then please apply through our career section link or job portals or send us your resume to Jobs@Lumen21.com. You can also reach us at

+1 (657) 222-3794 and our dedicated recruiter will get back to you in two business working days.