IT Service Desk Lead

~ CLEAResult helps utilities, businesses and individuals make the wise use of energy a way of life. Headquartered in Austin, Texas, CLEAResult designs, markets and implements energy programs around the globe. Our experienced energy experts tailor strategies to our clients' specific needs and circumstances. ~

Through practical technical guidance and the distribution of utility incentives, we help thousands of electric, gas and water utility customers - including schools, local governments, businesses and homeowners - reduce energy use. Our energy experts design and manage energy optimization services for utility companies as well as residential, institutional, commercial and industrial organizations. 

Position Overview

The IT Service Desk Lead can and may perform all duties and actions of IT Service Desk Professional as and when required.

This role:  

• Oversees Service Desk Associates and Service Desk Professionals.
• Ensures that individual and team responsibilities are performed in a timely, consistent, responsive manner.
• Verifies quality, accuracy and timeliness of responses and actions taken by assigned team. 
• Provides ongoing performance feedback to team members, monitors trends in individual and team performance.
• Identifies training requirements for team. Identifies issues and makes recommendations that would improve procedures and collaboration.
• Accurately & completely communicate issues and priorities and team meetings.
• Plans audits, analyzes audit results and tests auditing programs. Determines and recommends improvements to current risk management controls.
• Conducts risk assessment and provides recommendations for application design.
• Makes recommendations to purchase hardware and software. Recommends policies and standards for allocation related to the use of computing resources. Keeps current on advances in the field of IT.

Specific Responsibilities 

• Oversees Access Management & Hardware Provisioning process for onboarding/offboarding of CLEAResult employees.
• Ensures team provides timely response to incident management requests while effectively documenting incident management requests and resolution. 
• Monitors and adhering to internally published Service Level Agreements.
• Analyze root cause, incident management trending and escalation to problem management.
• Handle customer escalations to satisfactory resolution. 
• Follows ITIL concepts as applied in the organization, complying with IT service management controls including incident management and change management.
• Learn new technologies, concepts and processes as needed or requested by management.
• Continued improvement of knowledge and skills.

Qualifications 

Job Requirements: 

• Bachelor's Degree in business management or demonstration of relevant knowledge.
• ITIL Foundation Certification, ServiceNow experience.
• Experience with Active Directory and Exchange for provisioning of user access and IT Asset Management. 
• Experience with IT Service Management tools, exhibited Service Desk/Call Center Team Leadership skills, technical troubleshooting, strong customer service skills. 
• Excellent interpersonal skills, written and verbal. Strong decision making, problem solving, analytical and organizational skills.