Service Desk Operations Lead

Seeking talent near: Princeton, NJ

Position Summary

The IT Service Desk Operations Lead is essential for maintaining high standards of IT support and ensuring smooth operations within the internal & partner service desk teams.  This role will support day-to-day operational activities, when applicable.  This role will identify improvements and develop plans or proposals to enhance Acadia’s environment and participate in cross-functional IT functions.  This position provides primary backup and support to IT leadership and plays a critical role in enhancing business operations through improved processes and efficiency initiatives.

Primary Responsibilities

• 
  

  Oversee Daily Operations by leading the service desk team to ensure timely resolution of user tickets and high levels of customer satisfaction.

  
  


• 
  

  Develop and implement policies and procedures to optimize service desk efficiency.

  
  


• 
  

  Train, mentor, and evaluate service desk staff, providing feedback and coaching to improve performance.

  
  


• 
  

  Manages escalated issues and liaise with IT and cross-functional departments and external vendors for complex problems.

  
  


• 
  

  Prepare and analyze reports on service desk performance, identifying trends and making recommendations for improvements.

  
  


• 
  

  Oversee the management and updating of the service desk knowledge base.

  
  


• 
  

  Ensure effective utilization, maintenance, and updates of service desk software.

  
  


• 
  

  Coordinate staff schedules to ensure adequate coverage during all operating hours.

  
  


• 
  

  Other responsibilities as assigned.

  
  

Education/Experience/Skills

Bachelor’s degree in computer science, information systems or a related field preferred.  Targeting 5 years of progressively responsible experience as an IT programmer/analyst/lead or similar technical role(s); including robust data warehousing and ETL experience.  Experience supporting enterprise systems, including data services/integration, data warehousing, and business intelligence is strongly preferred.  An equivalent combination of relevant education and experience may be considered.

Key Skills:

• 
  

  Proven experience in a service desk or IT support role.

  
  


• 
  

  Highly detailed oriented with strong organizational skills.

  
  


• 
  

  Excellent communication and problem-solving abilities.

  
  


• 
  

  Familiarity with ITIL best practices.

  
  


• 
  

  Ability to manage multiple priorities and work cross-functionally in a fast-paced environment.

  
  


• 
  

  Ability to promote team cooperation and a commitment to team success.

  
  


• 
  

  Ability to build and sustain trusted relationships.

  
  


• 
  

  Enjoys working directly with end users to understand needs and deliver effective solutions.

  
  


• 
  

  Must be able and willing to travel on occasion.

  
  

Physical Requirements

This role involves regular standing, walking, sitting, and the use of hands for handling or operating equipment. The employee may also need to reach, climb, balance, stoop, kneel, crouch, and maintain visual, verbal, and auditory communication in a standard office environment and while working independently from remote locations. The employee must occasionally lift and/or move up to 20 pounds.  This position requires the ability to travel independently overnight and/or work after hours as required by travel schedules or business needs.

#LI-HYBRID