GENERAL SUMMARY

This position will be based onsite in Marion, WI. As a member of the service desk team, the IT Service Specialist Lead is responsible for overseeing the daily operations of the IT service desk, ensuring efficient and effective support for end-users. This role involves managing incident and request resolution, maintaining high levels of customer satisfaction, and ensuring adherence to service level agreements (SLAs) for multi-facility manufacturer. The Service Desk Lead provides support and acts as a liaison between technical teams and users, coordinates escalations, and contributes to continuous improvement initiatives. Key responsibilities include mentoring Service Desk employees, completing tier 2 requests, and ensuring accurate tracking in ITSM system.

ESSENTIAL JOB FUNCTIONS

Lead and mentor service desk staff, fostering a collaborative and high-performance environment.
Perform Service Desk support and utilize best practices for hardware and software problems related to Windows PCs and Macs. Troubleshoot issues for approved software packages including Teams, Office, Edge, and more.
Monitor and manage ticket queues to ensure timely resolution of incidents and service requests.
Develop and maintain documentation, procedures, and knowledge base articles.
Analyze service desk performance metrics and implement improvements.
Track IT assets in ITSM inventory
Automate and develop desktop management tools and strategies
Collaborate with IT teams to escalate and resolve complex technical issues.
Ensure compliance with IT policies and service standards.

SECONDARY JOB FUNCTIONS

Assisting in performing software audits
Instituting a culture of continual improvement for quality and efficiency
Fostering and promoting an environment of collaboration
Maintaining motivation and enthusiasm through development to drive a high-performance culture
Working knowledge of Marion Body Work’s product flow and manufacturing processes
Performing other tasks as assigned

KNOWLEDGE, SKILLS, & ABILITIES

Strong customer service and communication skills.
Proficiency in ITSM tools and service desk operations.
Solid understanding of IT infrastructure, systems, and troubleshooting.
Experience in customer service and technical support.
· Ability to manage multiple priorities in a fast-paced environment.
· Comfortable working from heights up to 40ft on a lift
· Availability for occasional project work on Friday nights

EDUCATION & EXPERIENCE

· Associates degree preferred plus two (2) or more years of related enterprise service desk experience
Certifications in M365, Intune, Active Directory and ITIL are a plus