Job Description

The Service Desk Lead’s role is to ensure that end users are receiving the appropriate technical assistance. This includes the responsibility of resolution of incidents, including the monitoring, tracking, and coordination of help desk functions.
Responsibilities

• Evaluates customer service delivery performance, identifies trends, and implements improvements to the customer service experience.
• Establish service SLAs and ensure that team performs in compliance.
• Resolve complex and/or escalated customer issues utilizing process knowledge and effective communication, follow ups, negotiating and problem-solving skills.
• Develop strategies for improving service.
• Communicate service events and outages to the organization.
• Developing and managing Service Level Agreements (SLAs) to establish request and problem resolution expectations and timeframes.
• Maintain and improve service quality and measuring customer satisfaction through quality standards and measurements.
• Solve problems and make decisions relative to service management.
• Identify gaps and collaborate with other areas to identify solutions and to prepare the service desk team for application, system and hardware releases or rollouts
• Monitors the queues and tickets to follow up with the assigned personnel and their leaders to ensure timely resolution to problems.
• Overseeing Incident, Problem, Change and Knowledge management processes.

Position Requirements

• Strong knowledge of office 365
• Strong knowledge of IT Service Management best practices and principles, and implementation of ITSM programs.
• Strong understanding of multi-tiered application support.
• Solid knowledge of Windows 10 and Windows Server.
• Solid Knowledge in all cloud applications the company supports.
• Demonstrates excellent time management skills.
• Strong understanding of business process modeling.
• Strong knowledge of service desk platforms, APIs, and system design and system customization.
• Proficient programming abilities in any programming language (VB, power shell, .Net, etc.).
• Ability to define and develop foundational components of a Service Desk - metrics, process, organization, tools, skills.
• Utilize ITIL based standard operating procedures, key performance indicators (KPIs), and reports to provide visibility to service desk performance and quality.
• Ability to analyze metrics and statistics to identify trends, contribute to avoidance tactics, and provide appropriate support.

Interpersonal Skills

• Excellent communicator, high-energy, positive attitude, and an aptitude for professional growth
• Must be able to provide exceptional client service.
• Must possess excellent communication skills (written and oral) - in person and on the phone, including effective listening.
• Ability to react quickly and efficiently to high pressure situations
• Expert in troubleshooting and root cause analysis
• Team player, accepts & seeks feedback
• Interact professionally with other employees, customers and suppliers
• Ability to effectively manage multiple conflicting priorities and deadlines
• Flexibility to travel and work after hours or weekends, if needed.

Education/ Experience

• Bachelor’s degree in Computer Science or related field or 10 years Service Desk Management experience including incident management systems required.
• ITIL Foundation certification is a plus
• Valid US B1 Visa
• 5 plus years’ experience required.
• Demonstrated ability to lead teams, gain consensus, and move teams toward a shared vision.
• Experience managing a ticketing system such as Samanage, Service-Now, or Remedy

About vConstruct: vConstruct specializes in providing high quality Building Information Modeling, Lean Construction, Integrated Project Delivery and Software Solutions for global construction projects. vConstruct is a wholly owned subsidiary of DPR Construction, USA. The Software Unit for vConstruct works on many interesting problems in Construction Technology. It works across different set of software technologies such as Web Applications, Workflow Management, Analytics, Machine Learning and IoT. For more information, please visit www.vconstruct.com DPR Construction is a commercial general contractor and construction manager in USA specializing in technically challenging and sustainable projects for the advanced technology, biopharmaceutical, corporate office, and higher education and healthcare markets. With the purpose of building great things—great teams, great buildings, great relationships—DPR is a truly great company. For more information, please visit www.dpr.com