Jira ITSM Help Desk II

Overview

Jira ITSM Help Desk II role at ITC Worldwide. ITC Worldwide's Technical Service and Support Team is seeking an IT Help Desk Lead to oversee the information technology help desk and incoming tickets. Under general direction from the Manager of Infrastructure and Operations, the IT Help Desk Lead will handle incident management, strategize efficient workflows, and develop innovative solutions to enhance user experience and optimize the use of technology resources. The primary point of contact for all IT-related inquiries and issues, this role ensures smooth and effective technology operations, empowering staff to efficiently carry out their responsibilities. The successful candidate will have a proven track record of providing exceptional IT support and will possess excellent communication, problem solving, and leadership skills.

Responsibilities

Coordinate administrative and technical workloads for the help desk team, including communicating and enforcing procedures, coordinating training, and providing feedback on quality assurance and customer satisfaction.

Manage all tickets in the ticket queue and calls escalated by Tier 1 Technical Support to ensure they are resolved or followed up on promptly and effectively.

Provide updates on changing customer requirements and recommend solutions for tablet, laptop, and mobile device issues.

Perform incident management, strategize efficient workflow, and ensure adequate staffing levels including support for on-call needs and fill-in support from other team members to meet customer needs.

Serve as the liaison between team members, client management, and company management.

Develop processes and documentation for help desk procedures.

Evaluate user satisfaction and service delivery processes to identify areas of improvement.

Collaborate with Information Technology and Help Desk teams to discover innovative solutions to user support issues.

Prepare reports on help desk metrics and present them to management to inform business decisions.

Perform other duties as assigned.

Required Qualifications

Experience leading teams of technical IT staff

Knowledge of call tracking and problem management software applications such as Jira Service Management Cloud

Knowledge of IT hardware and software troubleshooting

Knowledge of end-user hardware, software and operating systems

Knowledge of industry standards surrounding help desk reporting

Ability to analyze data and communicate metrics related to help desk

Ability to communicate effectively in written and oral communications

Ability to manage time and effectively delegate tickets based on priorities

Microsoft Certification (required) including :

AZ-800 : Administering Windows Server Hybrid Core Infrastructure; and,

• AZ-801 : Configuring Windows Server Hybrid Advanced Services;

AZ-500 : Microsoft Azure Security Technologies; and,

SC-200 : Microsoft Security Operations Analyst; or

SC-400 : Microsoft Information Protection Administrator; and,

AZ-700 : Designing and Implementing Microsoft Azure Networking Solutions

Jira Service Management (required) : ACP-120 Jira Administration for Cloud Certification

PMI / PMP (required) | ITIL v4

Proci+ | CSAM

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting

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