Help Desk Lead – IT Incident and Response
Job ID: 501488 Posted 3 days ago
Louisville, Kentucky
Contract
Management
Job Details
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IDR is seeking a Help Desk Lead – IT Incident and Response to join one of our top clients for an opportunity in Louisville, Kentucky. This role is centered around managing and leading IT incident response efforts in a fast-paced, enterprise environment. The organization operates within the IT services industry, focusing on incident management and organizational crisis response.
Position Overview for the Help Desk Lead – IT Incident and Response:
- Manage technology incidents, including identification, assessment, prioritization, escalation, communication, and resolution.
- Collaborate with team members to facilitate solutions to complex IT problems involving software and hardware.
- Handle incident communications for all high-priority incidents, ensuring accurate and timely updates.
- Verify and manage incident logs and reports to support resolution and review processes.
- Lead and facilitate the enterprise incident management process, including escalation and continuous process improvement.
Requirements for the Help Desk Lead – IT Incident and Response:
- 3-5+ years of customer service experience.
- Knowledge of IT operations, IT systems, policies, and procedures including ITIL framework.
- Strong understanding of event management and escalation procedures.
- Excellent problem-solving and decision-making skills, with the ability to work under pressure.
- Proven ability to analyze and resolve a wide range of technical problems, including performing first level assessments of technical and process deficiencies.
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.
#LI-Remote 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
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Why Us?
IDR has been in business for over 25 years and offers access to hundreds of companies across the country to work for. For many of the contractors that work for us, there are some unique benefits to being a part of the IDR team. One specific benefit is that we believe our contractors are part of something bigger than yourself. We are an employee-owned company and in an ESOP (Employee Stock Ownership Plan), as the share price of our company grows, so does your equity in our company. Our contractors, as well as our internal employees, can participate in this plan after one year of service. In addition to joining our ESOP program, you will also receive weekly pay, 401k access, and access to three different benefit plans that cover 50% of the individual premiums along with access to unlimited behavioral health sessions with a licensed counselor.
About Us
IDR, Inc. is an award-winning, employee-owned staffing firm with headquarters in Alpharetta, GA and offices in the Nashville, Dallas, and Denver markets. Founded in 1998, IDR has grown to serve businesses and professionals across industries including IT, healthcare, accounting and finance, government services, and professional services. Recognized for our expertise and the high-touch approach of our Engagement Management Program, IDR continues to build rewarding partnerships with companies and consultants. Our best-in-class service has earned IDR ClearlyRated’s Best of Staffing Client and Talent awards for ten consecutive years, in addition to awards from Staffing Industry Analysts and Best and Brightest Companies to Work For. With our commitment to empowering talent and developing leaders, we’re passionate about what we do and how we do it, and we look forward to working with you.