Service Desk Consultant/Lead at Pipe Recruit

Job Description:

Latest job information from Pipe Recruit for the position of Service Desk Consultant/Lead. If the Service Desk Consultant/Lead vacancy in Raleigh matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.

Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at Pipe Recruit for the position of Service Desk Consultant/Lead below matches your qualifications.

About the job Service Desk Consultant/Lead Job Summary:

The Service Desk Consultant/Lead is responsible for overseeing IT service desk operations, ensuring efficient resolution of technical issues, and improving service delivery. This role involves leading a team of support analysts, optimizing IT support processes, and implementing best practices to enhance user experience and IT efficiency.

Service Desk Management:

• Oversee day-to-day IT support operations, ensuring timely resolution of incidents and service requests.
• Implement ITIL best practices for incident, problem, and change management.
• Monitor and improve Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Lead, mentor, and coach service desk analysts and technicians.
• Conduct training sessions to improve troubleshooting skills and customer service.
• Manage shift schedules to ensure consistent IT support coverage.

Technical Support & Process Improvement:

• Analyze recurring issues and drive root cause resolution.
• Optimize service desk workflows and recommend automation/self-service solutions.
• Collaborate with IT teams (infrastructure, security, applications) to resolve complex issues.
• Act as the primary point of contact between IT support and business teams.
• Conduct regular meetings with stakeholders to review service desk performance.
• Provide reports and insights on service desk operations and trends.

IT Asset & Knowledge Management:

• Maintain accurate records of IT assets, licenses, and software.
• Develop and maintain a knowledge base for common issues and resolutions.

Security & Compliance:

• Ensure compliance with IT security policies and industry standards (e.g., ITIL, ISO 27001).
• Implement security best practices to protect IT assets and data.

• Education: Bachelors degree in IT, Computer Science, or a related field (preferred).
• Experience: 5+ years in IT service desk/support roles, with leadership experience.
• Certifications (Preferred): ITIL Foundation, Microsoft Certified: Modern Desktop Administrator, HDI Support Center Manager.
• Technical Skills:Troubleshooting Windows/MacOS, Active Directory, networking fundamentals.
• Soft Skills: Strong leadership, communication, problem-solving, and customer service skills.

Job Info:

• Company: Pipe Recruit
• Position: Service Desk Consultant/Lead
• Work Location: Raleigh
• Country: US

How to Submit an Application:

After reading and understanding the criteria and minimum qualification requirements explained in the job information Service Desk Consultant/Lead at the office Raleigh above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.