Power Engineers IT Service Desk Tier 1 Area Lead in Boise, Idaho

IT Service Desk Tier 1 Area Lead

Location:Boise

State/Territory:Idaho

Department:Ops IT Service Desk Group

Description

IT Service Desk Tier 1 Area Lead

POWER Engineers, Inc. - Information Technology Service Desk Department has an immediate opening for an IT Service Desk Tier 1 Area Lead reporting to the IT Service Desk Department Manager. The IT Service Desk Tier 1 Area Lead position will be responsible for managing the day-to-day work-load of the team and managing the individual contributors within the group. The IT Service Desk team is responsible for providing the first point of contact for support and assistance with any problems regarding the use of POWER Engineer’s IT services, software and computer equipment. The Service Desk also acts as the processing point for IT service requests, e.g. new employee provisioning, access to corporate applications, software requests, etc. Additionally, the Area Lead responsibilities include but are not limited to the following:

  • Day to day management of Tier 1 techs and associated ticket queues. Prioritize tasks and projects.

  • Provide mentoring and leadership for the Tier 1 Service Desk department.

  • Develop and execute process improvements.

  • Facilitate regular team meetings.

  • Promote excellent customer service within the team.

  • Assist with the development and execution of the departmental business plan.

  • Ensure all employees receive periodic and semi‐annual reviews with necessary feedback to provide career and growth opportunities.

  • Ensure proper resources and staffing levels to provide the necessary services for POWER.

  • Oversee all hiring and firing within the department.

  • Approve vacation requests, timecards, and business expenses.

Education:

  • Bachelor’s degree in Computer Science or related technical degree.

Required Qualifications:

  • 5+ years of Tier 1 and/or Tier 2 end-user support services in a global company.

  • 3+ years combined experience supporting global infrastructure, applications, and computer systems.

  • 3+ years of leadership responsibility and team building experience.

  • Ability to communicate effectively with non-technical and technical staff.

  • Superior decision making and client relationship building skills.

  • Excellent verbal, presentation and written communication skills.

  • Knowledge of SLA, KPI’s, and forecasting (demand management).

  • Experience working with insourced and outsourced IT Operations.

  • Exceptional knowledge of Microsoft Office programs (ie: MS Word, PowerPoint, Excel Project, Visio and Skype for Business.)

  • Experience with Microsoft Windows 7 and 10.

  • Experience with Mobile Device Management.

  • Thorough understanding of LAN and WAN technologies.

  • Thorough knowledge of computer systems and IT components.

Additional Qualifications:

  • Excellent analytic, organization, and facilitation skills.

  • Ability to manage multiple tasks under tight deadlines.

  • Able to recognize trends and automate repetitive processes.

  • Self-directed, self-starter, and motivated with the ability to work with minimal supervision.

Preferred Qualifications:

  • ITIL v3 Foundations and\or other relevant certifications.

  • Knowledge of CAD and related software programs.

EOE/Minorities/Females/Vet/Disabled