Sobre

• Company Description
• Are you looking to join an organization that is growing and dynamic? What about a high-energy, collaborative environment that rewards hard work?
• J.S. Held is a global consulting firm that combines technical, scientific, financial, and strategic expertise to advise clients seeking to realize value and mitigate risk. Our professionals serve as trusted advisors to organizations facing high-stakes matters demanding urgent attention, staunch integrity, proven experience, clear-cut analysis, and an understanding of both tangible and intangible assets.
• The firm provides a comprehensive suite of services, products, and data that enable clients to navigate complex, contentious, and often catastrophic situations.
• We are seeking a ServiceDesk Tier I Lead to join our team! The ServiceDesk Tier I Lead is responsible for providing professional and efficient ServiceDesk support. A strong customer service mindset is the key to succeeding in this role. This hands-on team lead will assist with the standardization of ServiceDesk services and procedures along with streamlining any discovered inefficiencies.
• Job Description
• Responsibilities
• Monitor and distribute incoming tickets to ServiceDesk Agents
• Identify and assign priorities to incoming tickets
• Ensure customer service is timely and accurate based on KPIs and SLAs
• Maintain quality KPIs on a healthy level, conduct actions when negative trends are detected
• Train and support ServiceDesk Tier I agents
• Monitor Aged tickets and SLA violated tickets
• Develop daily, weekly and monthly reports on ServiceDesk team's productivity
• Analyze data on ticket trends, performance, and business metrics
• Become expert in our ticketing system and competent at training and developing others in the ticketing system
• Other tasks as required, which may include afterhours / on-call duties
• Supporting a team of help desk technicians
• Communicating with clients and providing in-person and phone support, if required
• Troubleshooting and resolving technical issues
• Managing escalations and ensuring any issues are resolved in a timely manner collaboratively with Tier II, Tier III and level 2 support IT groups
• Making recommendations to improve operational efficiency
• Continuation managing existing services (OnBoarding, OffBoarding, Chat Support Appointments…)
• Lead and mentor the ServiceDesk Tier I team, fostering a culture of continuous improvement and excellence
• Develop and implement best practices and standard operating procedures for the ServiceDesk
• Collaborate with other IT teams to streamline processes and enhance overall service delivery
• Conduct regular performance evaluations and provide constructive feedback to team members
• Participate in project planning and implementation related to ServiceDesk improvements
• Qualifications

Essential Knowledge, Skills, and Qualifications

• Minimum eight years of IT support experience, including 3 to 5 years in HelpDesk or Call Center management and at least four years leading teams.
• Proven competency in written and verbal English communication and customer service excellence.
• Strong mentoring, training, conflict resolution, and interpersonal abilities.
• Skilled in multitasking, high-pressure environments, and independent work with minimal supervision.
• Advanced proficiency in MS Office Suite (Excel, PowerPoint, Outlook, Word) and Windows 11; extensive experience with ServiceDesk ticketing systems, remote support software, cloud solutions (Box, Adobe Cloud), Azure AD, Intune, M365 Admin Console, Exchange, and ITSM platforms such as ServiceNow.
• Bachelor’s degree in Computer Science, Information Technology, or related field required; advanced degree and ITILv4 Certification preferred.
• Demonstrated analytical, troubleshooting, decision-making, and problem-solving capabilities.
• Consistent employment history in corporate support roles (minimum two to three years).

ADDITIONAL PREFERRED EXPERIENCE

• A bachelor’s degree in computer science, information systems, or a related field
• Industry certifications (Microsoft, Cisco, CompTIA, HDI, etc.) are preferred
• ITIL v4 Certified
• Candidates will be expected to continue to earn industry certifications as part of this position
• Additional Information
• Some of the Benefits We Have Include
• J.S. Held understands all our employees are people and sometimes life needs flexibility. We work to always provide an environment that best supports and suits our team’s needs.
• Flexible Time Off policy·
• Medical, Dental, and Vision Insurance·
• Other Duties
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
• By submitting your application, you acknowledge that you have read the J.S. Held Online Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as required and described therein. California residents can click here to learn more about the personal information we collect and here to learn about additional privacy rights that may be available.
• Please explore what we’re all about at www.jsheld.com.
• EEO and Job Accommodations
• We embrace diversity and our commitment to building a team and environment that fosters professional and personal enrichment is unwavering. We are greater when we are equal!
• J.S. Held is an equal opportunity employer that is committed to hiring a diverse workforce. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
• If you are an individual with a disability and would like to request for a reasonable accommodation, please email [email protected] and include “Applicant Accommodation” within the subject line with your request and contact information.
• #LI-SC1

• Job Location Type : Remote
• Department: IT