Job Information
Robert Half Regional Service Desk Leader in Nashville, Tennessee
Description We are in search of a Regional Service Desk Leader to join our team in Nashville, Tennessee. This role is within the IT industry, focusing on managing and coordinating all service delivery functions related to end-user support requests specific to the region.
Responsibilities:
• Manage and oversee all procedures linked to the identification, prioritization, and resolution of end-user support requests in the region.
• Develop a deep understanding of complex end-user requirements, devising solutions to address business challenges.
• Deliver a high level of support to all end-users within the organization, including high-profile clients and C-Suite members.
• Act as a key contact point for staff and other department leaders concerning service delivery operations, serving as an escalation point for service operations and driving the resolution of incidents.
• Foster and maintain productive working relationships with co-workers and end-users that reflect positively on IT in relation to service delivery and service quality.
• Monitor defined Key Performance Indicators (KPIs) and initiate action plans when metrics fall below agreed KPIs, ensuring support teams are capable of meeting Service Level Agreements (SLAs) and end-users are satisfied.
• Organize regular Service Review meetings with the team, providing metrics to communicate performance expectations.
• Evaluate feedback from end-users and proactively identify issues.
• Contribute to service improvement initiatives, planning, strategy, and change discussions.
• Advocate for continuous improvement and suggest process enhancements.
• Guarantee the staff is well-informed and trained on the necessary tools and processes to perform at peak levels.
• Ensure customers are updated on service performance issues and significant matters. Requirements • Minimum of 5 years of experience in a similar role as a Regional Service Desk Leader
• Proficiency in Active Directory
• Extensive knowledge of Office 365
• Proven experience in ServiceNow Development
• Demonstrated expertise in ServiceNow Implementation
• Familiarity with Enterprise Applications
• Proficiency in Azure
• Experience with Mac OS
• Knowledge of Procurement processes
• Understanding of Single Sign-On (SSO) technology
• Experience with Audio Visual technology Technology Doesn't Change the World, People Do.®
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
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