IT Service Desk Specialist III

Job Summary: The IT Service Desk Specialist III role focuses on providing and leading remote technical support for our 1000+ associates, ensuring timely resolution of IT requests (incidents and service requests). This leadership role requires a service-oriented individual with a deep understanding of ITIL and ITSM frameworks. With a strong technical background, you will be the go-to person for making decisions as an escalation point for any technology-related processes, applications, or devices.

You'll mentor, and empower a team of technical resources, fostering a collaborative environment that delivers efficient service delivery and drive continuous improvement to align IT support with business goals and customer satisfaction metrics.

• Implement, manage and support ITIL-aligned processes including Incident, Service Requests, Problem, and Change Management.
• Contribute to the development of service desk performance metrics (e.g. SLAs, KPIs, first call resolution, ticket response times, ticket resolution times, customer satisfaction) and provide actionable insights for continuous improvement.
• Respond to requests for technical assistance via phone, chat, or email.
• Provide excellent customer service by actively listening to user concerns, clearly explaining solutions, and maintaining a professional and courteous demeanor.
• Act as the primary escalation point for complex or critical technical issues and coordinate resolution efforts with end users / custo