Service Desk Operations Lead

Role Summary

The IT Service Desk Operations Lead is essential for maintaining high standards of IT support and ensuring smooth operations within the internal & partner service desk teams. This role will support day-to-day operational activities, when applicable. This role will identify improvements and develop plans or proposals to enhance Acadia’s environment and participate in cross-functional IT functions. This position provides primary backup and support to IT leadership and plays a critical role in enhancing business operations through improved processes and efficiency initiatives. Location: Princeton, NJ.

Responsibilities

• Oversee Daily Operations by leading the service desk team to ensure timely resolution of user tickets and high levels of customer satisfaction.
• Develop and implement policies and procedures to optimize service desk efficiency.
• Train, mentor, and evaluate service desk staff, providing feedback and coaching to improve performance.
• Manages escalated issues and liaise with IT and cross-functional departments and external vendors for complex problems.
• Prepare and analyze reports on service desk performance, identifying trends and making recommendations for improvements.
• Oversee the management and updating of the service desk knowledge base.
• Ensure effective utilization, maintenance, and updates of service desk software.
• Coordinate staff schedules to ensure adequate coverage during all operating hours.
• Other responsibilities as assigned.

Qualifications

• 5 years of progressively responsible experience as an IT programmer/analyst/lead or similar technical role(s), including robust data warehousing and ETL experience.
• Experience supporting enterprise systems, including data services/integration, data warehousing, and business intelligence is strongly preferred.
• An equivalent combination of relevant education and experience may be considered.

Skills

• Proven experience in a service desk or IT support role.
• Highly detailed oriented with strong organizational skills.
• Excellent communication and problem-solving abilities.
• Familiarity with ITIL best practices.
• Ability to manage multiple priorities and work cross-functionally in a fast-paced environment.
• Ability to promote team cooperation and a commitment to team success.
• Ability to build and sustain trusted relationships.
• Enjoys working directly with end users to understand needs and deliver effective solutions.

Education

• Bachelor’s degree in computer science, information systems or a related field preferred.

Additional Requirements

• Travel: Must be able and willing to travel on occasion, including overnight travel as required.
• Physical requirements: Regular standing, walking, sitting, and use of hands for handling or operating equipment; ability to reach, climb, balance, stoop, kneel, crouch, and maintain visual, verbal, and auditory communication in a standard office environment and while working independently from remote locations.
• Lifting: Occasionally lift and/or move up to 20 pounds.