IT Service Desk Lead

At Vintti, we specialize in providing US businesses with staffing solutions that feel local. By connecting companies with Latin American professionals operating in compatible time zones, we ensure that work schedules align naturally with US business hours. This temporal harmony facilitates immediate response times, efficient project management, and a cohesive team dynamic regardless of physical location.

The IT Service Desk Lead is responsible for overseeing the efficient operation of the service desk team, ensuring timely and effective resolution of end-user technical issues. This role involves managing and mentoring service desk staff, developing and implementing best practices, and aligning IT service delivery with business needs. They act as the primary point of contact for escalations, coordinate with other IT departments, and contribute to continuous improvement initiatives. By maintaining high standards of customer support and driving operational excellence, the IT Service Desk Lead plays a crucial role in enhancing overall user satisfaction and productivity.

- Bachelor's degree in Information Technology, Computer Science, or a related field
- Minimum of 5 years of experience in an IT service desk or technical support role
- Proven experience in a leadership or supervisory role within an IT service desk team
- Strong understanding of ITIL processes and frameworks
- Excellent troubleshooting and problem-solving skills
- Proficiency with service desk software and tools (e.g., ServiceNow, Jira, Zendesk)
- Strong interpersonal and communication skills
- Ability to provide effective mentorship and training to team members
- Proficiency in managing and analyzing key performance indicators (KPIs)
- Experience with creating and maintaining technical documentation
- Strong organizational and time-management skills
- Ability to manage multiple priorities in a fast-paced environment
- Experience with root cause analysis and corrective action implementation
- Strong customer service orientation
- Familiarity with incident management processes and procedures
- Knowledge of IT asset management and inventory control
- Ability to collaborate with cross-functional IT teams and external vendors
- Strong understanding of emerging IT trends and best practices
- Experience with developing and maintaining SLAs
- Strong ability to foster a positive team culture and drive high levels of user satisfaction
- Ability to manage staffing schedules and ensure adequate coverage
- Commitment to continuous improvement of service desk operations
- Certification in ITIL or other relevant frameworks (preferred)
- Experience with cloud technologies and modern IT infrastructures (preferred)
- Familiarity with cybersecurity best practices and compliance standards (preferred)

- Oversee daily IT service desk operations
- Provide leadership and mentorship to service desk staff
- Handle escalated tickets and coordinate with other IT teams
- Monitor and report on service desk KPIs
- Conduct training sessions and workshops for staff development
- Develop and implement service desk processes and procedures
- Create and maintain service desk documentation
- Ensure compliance with organizational policies and industry best practices
- Act as a point of contact for end-users and stakeholders
- Coordinate team schedules and manage staffing levels
- Align service desk goals with overall IT strategy in collaboration with IT management
- Promote a customer-centric culture within the service desk team
- Conduct performance appraisals and provide feedback to staff
- Stay updated with emerging IT trends and improve service desk operations
- Manage incidents according to ITIL or relevant frameworks
- Facilitate regular team meetings for ongoing issue discussion and knowledge sharing
- Track IT assets and manage inventory control
- Engage in root cause analysis and implement corrective actions
- Develop and maintain SLAs to align service desk objectives with business needs
- Collaborate with vendors and external partners for third-party support
- Implement and manage a knowledge base for issue resolution and user self-service options

The ideal candidate for the IT Service Desk Lead position is a highly experienced IT professional with a minimum of 5 years in IT service desk or technical support roles, coupled with proven leadership in a supervisory capacity. They possess a strong understanding of ITIL processes and frameworks and showcase excellence in troubleshooting and problem-solving. This individual is proficient with service desk software such as ServiceNow, Jira, or Zendesk and demonstrates exceptional organizational and time-management skills. They excel in mentoring and training team members, ensuring the continuous professional development of their staff. Their forward-thinking mindset enables them to stay updated with emerging IT trends and best practices, ensuring the service desk's operations remain cutting-edge and efficient. The ideal candidate also has a strong customer service orientation and excels at fostering a positive, customer-centric culture within their team. Their ability to manage multiple priorities in a fast-paced environment and ensure high levels of user satisfaction sets them apart. Additionally, they are adept at conducting root cause analysis and implementing corrective actions, managing IT assets, and maintaining accurate inventory control. Their strategic thinking aligns team goals with organizational objectives, and they are skilled at developing and maintaining Service Level Agreements (SLAs). They are meticulous, highly organized, and possess strong analytical, decision-making, and critical thinking skills. This candidate demonstrates resilience and calm under pressure, with the adaptability to manage staffing schedules, vendor collaborations, and ensure compliance with industry standards. Preferably, they hold certifications in ITIL or relevant frameworks and have experience with cloud technologies and cybersecurity practices. Their integrity, commitment to continuous learning, and ability to inspire and develop a cohesive, high-performing team complete their profile as the perfect fit for this role.

- Oversee the daily operations of the IT service desk team, ensuring efficient and timely resolution of issues
- Provide leadership, mentorship, and guidance to IT service desk staff
- Handle escalated service desk tickets and coordinate with other IT teams to ensure swift resolution of complex technical problems
- Monitor and report on key performance indicators to evaluate service desk performance and identify areas for improvement
- Conduct regular training sessions and workshops to enhance the technical skills and knowledge of the service desk team
- Develop and implement processes and procedures to improve efficiency and quality of service
- Create and maintain documentation for service desk protocols, troubleshooting guides, and user support manuals
- Ensure compliance with organizational policies, procedures, and industry best practices
- Act as a point of contact for end-users and stakeholders to provide updates and gather feedback on service desk performance
- Coordinate schedules and manage staffing levels to ensure adequate coverage during peak times and for after-hours support
- Collaborate with IT management to align service desk goals and objectives with overall IT strategy
- Foster a customer-centric culture within the service desk team to ensure high levels of user satisfaction
- Conduct performance appraisals for service desk staff and provide constructive feedback for development
- Stay updated with emerging IT trends, tools, and best practices to continuously improve service desk operations
- Manage incidents according to ITIL or other relevant frameworks and ensure timely resolution and communication
- Facilitate regular team meetings to discuss ongoing issues, share knowledge, and promote team cohesion
- Track IT assets and manage inventory control to ensure accurate recording and availability of resources
- Engage in root cause analysis to identify underlying issues and implement corrective actions to prevent recurrence
- Develop and maintain SLAs (Service Level Agreements) to ensure service desk objectives align with business needs
- Collaborate with vendors and external partners for third-party support and issue escalation
- Implement and manage a knowledge base to streamline common issue resolution and support self-service options for users

- Detail-oriented and meticulous
- Strong leadership and mentorship abilities
- Excellent communicator with strong interpersonal skills
- Proactive and self-motivated
- Highly organized and efficient
- Strong analytical and problem-solving skills
- Team-oriented with a collaborative mindset
- Adaptable and flexible in a fast-paced environment
- Customer-focused with a service-oriented mindset
- Technically proficient with a broad understanding of IT systems and software
- Strong decision-making and critical thinking skills
- Capable of handling high-stress situations calmly and effectively
- Committed to continuous learning and professional development
- Skilled at managing and prioritizing multiple tasks
- Strong advocate for process improvement and innovation
- Trustworthy with a strong sense of integrity and responsibility
- Aptitude for training and developing team members
- Capable of fostering a positive and cohesive team culture
- Strategic thinker with the ability to align team goals with organizational objectives
- Empathetic and patient, with a strong ability to understand user needs
- Resilient and persistent, persevering through challenges and setbacks

- Competitive salary range based on experience and qualifications
- Comprehensive health insurance (medical, dental, vision)
- 401(k) retirement plan with company match
- Paid time off (PTO) including vacation, sick leave, and holidays
- Flexible work hours and remote work opportunities
- Employee wellness programs and resources
- Professional development and training opportunities
- Tuition reimbursement for continued education
- Opportunities for career advancement and growth within the company
- Company-sponsored events and team-building activities
- Employee recognition programs and awards
- Life and disability insurance coverage
- Employee assistance program (EAP) for personal and professional support
- Casual dress code and a friendly, inclusive work environment
- Access to the latest technology and tools for efficient work
- Discount programs for various products and services
- Onsite amenities such as a cafeteria and fitness center (if applicable)
- Sustainable and socially responsible workplace practices
- Collaborative and supportive team culture