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Service Desk Lead (Thornton)
Service Desk Lead (Thornton)IDR, Inc. • Thornton, CO, US
Service Desk Lead (Thornton)

Service Desk Lead (Thornton)

IDR, Inc. • Thornton, CO, US
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IDR is seeking a Service Desk Lead to join one of our top clients for an opportunity in Thornton, Colorado. This role is ideal for individuals with a background in IT support and team leadership within a dynamic, onsite environment. The company operates in the technology or IT services industry, dedicated to providing exceptional technical support and solutions.

Position Overview for the Service Desk Lead :

  • Mentoring and guiding Service Desk Analysts, reviewing performance, and providing constructive feedback.
  • Supporting Tier 1 tasks when necessary while acting as a primary escalation point for complex issues.
  • Applying strong analytical, diagnostic, and problem-solving skills to resolve complex IT incidents.
  • Identifying workflow improvements, creating documentation, and enhancing knowledge bases to increase efficiency.
  • Ensuring high First Call Resolution rates through effective training and process improvements, maintaining excellent customer service and communication.

Requirements for the Service Desk Lead :

  • Ability to mentor and guide Service Desk Analysts, review performance, provide feedback, and support Tier 1 tasks when needed.
  • Strong analytical, diagnostic, and problem-solving skills for complex issues; capable of acting as primary escalation point and supporting Tier 2 incidents within SLAs.
  • Skill in identifying workflow improvements, creating clear documentation, enhancing knowledge bases, and driving higher First Call Resolution through better training and processes.
  • Proficiency in accurately logging, classifying, and routing incidents and service requests.
  • Strong customer-service mindset with the ability to own issues end-to-end and ensure proper closure and communication.

    • What's in it for you?

  • Competitive compensation package
  • Full Benefits; Medical, Vision, Dental, and more!
  • Opportunity to get in with an industry leading organization.

    • Why IDR?

  • 25+ Years of Proven Industry Experience in 4 major markets
  • Employee Stock Ownership Program
  • Dedicated Engagement Manager who is committed to you and your success.
  • Medical, Dental, Vision, and Life Insurance
  • ClearlyRated's Best of Staffing Client and Talent Award winner 12 years in a row.

    • Compensation Details : $26-29 / hr W2

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    Service Desk Lead • Thornton, CO, US

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