Service Delivery Lead
Kforce Inc.

RESPONSIBILITIES:

Kforce has a client that is seeking a Service Delivery Lead in Scottsdale, AZ.Summary:The Service Desk Lead is responsible for providing end-user and visitor support, adhering to standard operating procedures, and documenting events for reference, tracking, and compliance. Incidents and requests are tracked using the Service-now ticketing tool. Service desk hours are 8-5, and a positive customer service attitude is essential.Duties:

• Receive, prioritize, and respond to incoming Service Desk requests per established SLAs
• Escalate complex events to appropriate individuals as needed
• Manage user and device event tracking through a global ticketing system
• Provide technical and troubleshooting assistance for MS Windows/Office, MACs, and other desktop applications
• Source computer hardware, mobile devices, and other technology tools, coordinating approval and payment
• Receive, configure, and deploy computer hardware, software, mobile devices, and other technology tools
• Enroll and administer mobile devices
• Maintain and support office telephone systems, AV equipment, and multi-function printers
• Manage user/computer/group objects within Active Directory (e.g., password resets, adds/moves/changes, folder/share permissions)
• Provide limited technical and troubleshooting assistance for the company's critical business systems
• Perform on-call duties and technical implementations/upgrades outside normal business hours and on weekends to minimize business impact
• Assist IT teams in complying with the company's IT security policies and minimum standards
• Perform and document quarterly self-assessments and monitoring activities
• Provide periodic assistance to internal and external auditors
• Participate in creating and maintaining enterprise operations documents (e.g., policies, standards, procedures, and guidelines)
• Ensure risks associated with changes to critical assets are mitigated before implementation (i.e., change control)

REQUIREMENTS:

• Bachelor's degree in Computer Science, Information Systems, or other related field, or equivalent work experience preferred
• A+ Certification and ITIL Foundations Certification a plus
• Three to seven years of experience - Service Desk Technician II
• One to three years of relevant experience
• Self-starter who takes initiative and requires minimal supervision
• Strong analytical and problem-solving skills, systematic thinking, and a good understanding of technologies deployed in the IT environment
• Customer focused with the ability to communicate to, and develop relationships with, all levels of the organization
• Excellent written and oral communication skills
• Ability to multi-task
• Team mentality and the ability to work effectively with diverse stakeholders
• Attention to detail
• Ability to accomplish tasks by established deadlines and to use time efficiently to balance competing demands and priorities
• General understanding of how financial systems support business goals and objectives
• Occasional travel (up to 10%)

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