Engineer II, Service Desk Lead

Description

• Perform tasks in the Continuous Improvement Register and lead Tier 2 meetings.
• Lead problem management and continuous improvement efforts, focusing on response and resolution metrics.
• Resolve case escalations as needed.
• Coordinate field dispatch operations as needed
• Facilitate daily scrum meetings focused on ticket and phone metrics.
• Oversee daily ticket assignment, queue management, and routing to appropriate teams.
• Support the sales process and contribute to research and development efforts for innovative solutions.
• Manage escalation train-backs and ensure documentation is captured.
• Mentor and provide feedback to Service Desk team members.
• Develop and maintain best practice guides and training materials (e.g., ticket QRGs, phone call templates, onboarding documentation).
• Assist with ticket quality audits and provide technician feedback.

Requirements

• Certifications in Microsoft 365, Azure, ITIL, Networking
• Ability to work under pressure and meet deadlines.
• Experience with ITIL concepts.
• Self-awareness, influence, learning agility, and inclusive thinking.
• 3+ years of job-related experience or 3+ years of private industry experience in a relevant technical area.
• Bachelor’s degree in a related field.
• Initiative, results orientation, and teamwork.
• Strong planning, prioritization, and organizational skills.
• Adaptability to changing schedules, demands, and priorities.
• Own monthly ticket trending metrics to identify problem areas.
• Actively pursuing or holding relevant technical certifications.
• Excellent written, verbal, and presentation skills.
• Bachelor’s degree or equivalent combination of education and experience.
• Proficiency in Microsoft 365 applications, MS Azure, and networking

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance