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IDR is seeking a Service Desk Lead to join one of our top clients for an opportunity in Thornton, Colorado. This role is ideal for individuals with a background in IT support and team leadership within a dynamic, onsite environment. The company operates in the technology or IT services industry, dedicated to providing exceptional technical support and solutions.
Position Overview for the Service Desk Lead:
- Mentoring and guiding Service Desk Analysts, reviewing performance, and providing constructive feedback.
- Supporting Tier 1 tasks when necessary while acting as a primary escalation point for complex issues.
- Applying strong analytical, diagnostic, and problem-solving skills to resolve complex IT incidents.
- Identifying workflow improvements, creating documentation, and enhancing knowledge bases to increase efficiency.
- Ensuring high First Call Resolution rates through effective training and process improvements, maintaining excellent customer service and communication.
Requirements for the Service Desk Lead:
- Ability to mentor and guide Service Desk Analysts, review performance, provide feedback, and support Tier 1 tasks when needed.
- Strong analytical, diagnostic, and problem-solving skills for complex issues; capable of acting as primary escalation point and supporting Tier 2 incidents within SLAs.
- Skill in identifying workflow improvements, creating clear documentation, enhancing knowledge bases, and driving higher First Call Resolution through better training and processes.
- Proficiency in accurately logging, classifying, and routing incidents and service requests.
- Strong customer-service mindset with the ability to own issues end-to-end and ensure proper closure and communication.
What's in it for you?
- Competitive compensation package
- Full Benefits; Medical, Vision, Dental, and more!
- Opportunity to get in with an industry leading organization.
Why IDR?
- 25+ Years of Proven Industry Experience in 4 major markets
- Employee Stock Ownership Program
- Dedicated Engagement Manager who is committed to you and your success.
- Medical, Dental, Vision, and Life Insurance
- ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.
Compensation Details: $26-29/hr W2
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IDR is an equal opportunity employer. We provide reasonable accommodations for disabled employees and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, criminal history, or any other protected category under applicable federal, state, or local laws. We consider all qualified applicants, including those with criminal histories, in compliance with applicable Fair Chance laws.
To comply with civil rights laws, we invite applicants to voluntarily self-identify their race, ethnicity, gender, and veteran status. This information is confidential, optional, and will not affect your application. You may access this form here.
Pursuant to pay transparency laws, salary ranges and benefits will be disclosed where required by law. Compensation is based on factors such as experience, skills, and qualifications.
If you require a reasonable accommodation during the application or interview process, please contact Human Resources at hr@idr-inc.com