Service Desk Lead in Colorado

The IT Service Desk Lead is responsible for overseeing the day-to-day operations of a company's IT Service desk, managing a team of technicians, ensuring efficient resolution of user technical issues related to hardware, software, and network access, while maintaining high service levels and adhering to established service level agreements (SLAs) by prioritizing tickets, monitoring performance, and continually improving support processes.

Responsibilities:

· Team Management:

· Lead by example

· Recruit, hire, and train IT Service Desk technicians.

· Assign tasks and manage workload distribution among team members.

· Conduct performance reviews and provide feedback to staff.

· Foster a positive and collaborative team environment.

· Operational Management:

· Monitor and manage incoming support tickets through the help desk ticketing system (Jira).

· Prioritize issues based on severity and impact.

· Track key...