IT Help Desk Lead

IT Help Desk Lead TIER 3 ITC Worldwide's Technical Service and Support Team is seeking an ITSM Help Desk Lead to oversee our 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. As the primary point of contact for all IT-related issues, the IT Help Desk Lead will be responsible for providing exceptional customer service, resolving technical issues, and escalating complex problems to the appropriate technical teams. The ideal candidate will have a strong understanding of IT service management best practices, experience with IT service management tools, and excellent communication and problem-solving skills. The IT Help Desk Lead will also be responsible for managing and mentoring a team of IT support specialists, providing guidance and training to ensure the highest level of technical proficiency and customer satisfaction. This is a full-time position with a competitive salary and benefits package. The ideal candidate will have a bachelor's degree in a related field and at least 5 years of experience in IT service management or a related field.