Team Lead

Service Desk Manager

Our excellent salary and benefits package includes medical, dental, vision, life insurance, short and long-term disability coverage, education reimbursement, 401(k), performance bonuses, and an employee stock program. Employee Resource Groups and Programs offered include the Young Professionals Group, Women at Wade Trim, Diversity, Equity and Inclusion, Professional Development, Leadership Development, Rotation Program, Mentor Program, Sustainability Program, and Wellness Program.

Candidates must have a bachelor's degree in Information Technology or a related field. Candidates should be familiar with personal computer hardware and software configurations. An A+ and/or MCP certification is a plus. A flexible hybrid-remote work schedule available after 90 days of employment.

Typical responsibilities include:

• Lead a team of Service Desk technicians, providing guidance, and support.
• Ensure the delivery of high-quality customer support, resolving user inquiries and issues effectively and within established Service Level agreements.
• Monitor, analyze and report on Service Desk metrics, identifying areas for improvement and teaming with manager to implement process changes to enhance performance and efficiency.
• Participate in the development and implementation of new Service Desk processes and procedures.
• Provide technical expertise and guidance to team members, addressing complex technical issues and ensuring timely resolution.
• Collaborate with other IT teams to address issues impacting the other IT silos and ensure smooth operation of IT services.
• Facilitate communication and escalation processes within the IT department.
• Ensure compliance with relevant policies and procedures, including data security and privacy regulations.
• Stay abreast of the latest industry trends and technologies, leveraging knowledge to drive innovation and improvement within the Service Desk function.

Education:

• Bachelor's degree in Computer Science or related field, or equivalent combination of experience and education.

Skills/Experience:

• 7+ years of experience in a Service Desk environment, with experience in a team leadership role.
• Proven ability to lead and motivate a team, providing direction and support to achieve desired outcomes.
• Strong technical skills in troubleshooting and resolving a variety of IT issues, including hardware, software, and network problems.
• Experience with IT Service Management (ITSM) practices, including ITIL (Information Technology Infrastructure Library).
• Excellent communication, interpersonal, and problem-solving skills.
• Strong organizational skills, with the ability to manage multiple tasks and priorities effectively.
• Experience with maintaining Service Max or other ITSM tools is preferred.

About Wade Trim:

Wade Trim is committed to maximizing the value of infrastructure investments. We've been solving complex engineering challenges for nearly a century. We customize our work approach to fit each project using a collaborative, friendly style to deliver solutions our clients can stand behind.

Our supportive culture recognizes and strives to fulfill collective client, company, and individual needs. Mentoring and building skills of Wade Trim staff is a priority. Frequent interaction among staff is encouraged, company leadership is easily accessible, and opportunities are provided for staff to help shape the firm's future through strategic planning. Work/life balance is supported through a flexible, hybrid work schedule that brings team members together in the office at least three days a week and connects them virtually when working from home.

To solve our clients' toughest challenges, we've devoted ourselves to delivering innovative solutions. Our Office of Applied Technology (OAT) is dedicated to seeking new technologies or ways to apply existing technologies to enhance value to our clients and positively impact communities. All staff are encouraged to share ideas and suggestions for innovative technologies or processes to adopt. This open-minded approach enables us to advance technology, foster innovation, and stay ahead of our clients' needs.

Wade Trim's success is shared by the employees that make it happen. Since our beginning, our firm has been 100% employee owned. This cultivates an ownership mindset that benefits our work approach, collaborative culture, and ability to deliver client solutions. We believe employee ownership drives the sustainability and growth of our firm and provides all our employees with opportunities for financial success.