Job Details
Job Id:
11175
Title:
IT Service Desk Lead
Job Type:
Permanent
Location:
Nashville TN 
Description:
A client in the Nashville, Tennessee area is seeking an IT Service Desk Lead for a permanent position.

This individual will work Monday – Friday 10:30am - 7:30pm (following 8-12 weeks of training).

The IT Service Desk Lead helps ensure exceptional service delivery is consistently provided to the firm. Working with the IT Service Desk Manager, the Lead oversees the team, monitoring the phone and email queues, helping the Analysts when they need guidance related to workflows, policy, best practices and exceptions. At times, this will also include follow-up contacts with users and mentoring the involved analysts when service concerns are received.

Responsibilities:
• Interact with users to collect information about problems, leading them through diagnostic procedures, and resolving these problems
• Oversight and enforcement of best practices associated with logging and tracking of requests using the ticketing (ChangeGear) system
• Maintain historical records and related problem documentation
• Sometime covering incoming phone and email requests along with other team members
• Involvement with firmwide projects, participate in testing efforts, and form effective professional relationships on behalf of the Service Desk team with IT staff members and management
• Provide guidance during both business hours and off-hours responding to technical issues from Analysts on duty, providing guidance to resolve issues and determine if patterns of reported issues represent widespread issues or unscheduled outages
• Assist as needed with alerting system owners and their managers, and/or initiating appropriate escalation actions to involve IT department leadership and distribute user notifications
• Participate in the review of potential or identified service delivery challenges or team performance issues and collaborate with the Service Desk Manager to implement solutions to address issues and/or improve service delivery by individuals and/or the team or help develop implementation plans for changes or new initiatives
• Provide a primary role in training and ongoing mentoring support for less experienced Service Desk team members
• At times, sit in on project, department and other meetings on behalf of the Manager
• Attendance in training on required applications is expected and presenting on various technical and service topics to the team or others in IT may be required
• Respond to, investigate, and revolve various technology issues related to software, hardware, connectivity, mobile devices, etc.

Required skills:
• 7 years solid experience in the technology support field
• Advanced knowledge of Microsoft Outlook
• Ability to read, analyze, and interpret common technical instructions, and can apply instructions to resolve customer problems in a timely manner
• Knowledge of Windows 10, Office 2016, Outlook 2016, (MOS Certifications for Office applications will be required within 6 months of hire date if not already completed at time of hire), Adobe Acrobat DC or later and Internet Explorer 10 or higher
• Familiar with supporting and troubleshooting various remote access tools including VPN, Citrix or Web Mail and mobile devices

Preferred skills:
• 4+ years supporting Law firms
• Experience in a Senior, Lead or Coordinator position prioritizing the workload of IT support individuals
• Experience developing best practice support documentation and experience in a lead role for projects, rollouts or other group-related activities
• Attendance in training on required applications is expected and presenting on various technical and service topics to the team or others
• Experience supporting document management systems (e.g. NetDocuments) or Aderant Expert

Education:
• Related certification or equivalent, e.g., 2-year certificate from a college or technical school
• A+ Certification is a plus

Other Requirements:
Drug screen and Background check

Alltech, Inc. is a leading provider of IT staffing services in Nashville and the surrounding areas. We do contract (Salaried, W-2, 1099 or Corp-to-Corp), contract-to-hire and direct placements within the Information Technology field. Alltech, Inc. offers a full line of company-paid benefits to our Salaried and W-2 employees. 1099 subcontractors have a full line of benefits available to them through our partnership with Benefit Consultants, Inc.

If you are considering relocation, the Nashville area is nationally respected as a great place to live, work and play. Nashville is proud to be the home of the Tennessee Titans, Nashville Predators and Nashville Sounds. Some of Nashville's living advantages include:

-- low cost of living (including NO state income tax)
-- international airport
-- unique, affordable residential areas
-- abundant parks, waterways and recreational areas
-- lively cultural base
-- diverse economic base
-- seasonal climate

Visa sponsorship is not available for this position.
No third party recruiters/agencies.