Service Desk Lead in Illinois

We are seeking a Service Desk Lead to drive the delivery of support services and manage the day-to-day activities of our Service Desk team. This role involves ensuring exceptional customer service, timely resolution of incidents and service requests, and the professional development of Service Desk Analysts.

Key Responsibilities:

• Maintain the Asset Register to track and protect software and hardware assets.
• Analyze and optimize current processes for continual service improvement.
• Translate lessons from complaints into service improvements and investigate automation opportunities.
• Investigate patterns and trends to resolve problems and determine preventative measures.
• Take accountability for issues and proactively find solutions.
• Understand and support various Technical products and services.
• Demonstrate knowledge of the ITIL service management lifecycle.
• Use data analytics to...