Tri-City Group is currently hiring an IT Service Desk Lead in Davenport, IA. This position is responsible for delivering daily end-user support across the organization. This role oversees service desk operations, service level performance, end-user satisfaction, and the development of service desk technicians to ensure employees receive timely, accurate, and professional technical support.
Essential Duties:
- Oversee daily service desk operations, including ticket queue management, assignment, and escalation.
- Monitor ticket volume, aging, and backlog, and reallocate work to maintain service level commitments.
- Establish, monitor, and report on service level agreements for response and resolution times.
- Track and report service desk performance metrics, including first-contact resolution, reopened tickets, and end-user satisfaction.
- Serve as the primary escalation point for complex, sensitive, or high-visibility end-user issues.
- Monitor end-user satisfaction, follow up on negative feedback, and address recurring sources of dissatisfaction.
- Provide day-to-day direction, coaching, and technical guidance to service desk technicians.
- Coordinate technician scheduling and coverage, including after-hours and on-call rotations.
- Participate in the hiring, onboarding, and ongoing training of service desk staff.
- Conduct quality review of ticket documentation, resolution accuracy, and customer communication.
- Develop and maintain service desk procedures, escalation paths, and knowledge base content.
- Identify recurring incidents and partner with engineering and application teams to pursue permanent resolution.
- Coordinate with infrastructure, applications, and security teams on incidents that span multiple groups.
- Support end-user device deployment, imaging, inventory, and lifecycle activities.
- Communicate outages, planned maintenance, and system changes to end users in advance where possible.
- Resolve escalated technical issues directly as workload and staffing require.
- Identify and create automation and self-service opportunities to reduce repeat ticket volume.
Competencies:
- Critical thinking & problem solving
- Ability to research and solve issues independently
- Good interpersonal skills & collaboration
- Excellent written and verbal communication skills
- Dedication to process improvements
- Maintain accurate system documentation
- Customer service orientation
- Patience and professionalism under pressure
- Ability to coach and develop team members
- Organization and prioritization across competing requests
Required Education and Experience:
- Degree in Information Technology, Computer Science, or a related field preferred but not required; equivalent hands-on experience in a related role will be considered in its place
- Minimum of 4 years' experience in IT service desk or end-user support, including time in a lead, senior, or escalation capacity, or an equivalent combination of education and experience related to this position
- Working knowledge of service desk ticketing systems and service level management
- Experience supporting Windows operating systems, Microsoft 365, and common business applications
- Experience with end-user device deployment, imaging, and troubleshooting
- General knowledge of networking, identity, and access concepts
- Experience working in a SOX-compliant environment preferred
- Proficient in MS Office Suite
All job offers are contingent upon the successful completion of a drug screen and reference check. Tri-City Group is an equal opportunity employer.
