Senior Technical Recruiter at Hydrogen Group | USA Technology
Our client is a global financial services company, looking to add an IT Service Desk Manager to their Denver, CO team to service teams globally.
Location: Cherry Creek, Denver, CO - hybrid 3 days a week.
Schedule: 7am-4pm
Responsibilities:
Lead a team of Tier 1 & 2 service desk specialists.
Foster a collaborative and high-performing culture through regular team meetings, performance reviews, and training sessions.
Implement process enhancements to streamline ticket management and boost IT and Service Desk team performance.
Ensure high levels of customer satisfaction through continuous service improvement initiatives.
Serve as the primary contact for escalated issues and complex technical problems, guiding the team in tracking and resolving open issues while documenting solutions for future reference.
Ensure thorough documentation of solutions to facilitate future troubleshooting efforts.
Exhibit strong IT project management skills to ensure the timely and successful completion of projects while overseeing day-to-day operations.
Utilize tools like ServiceNow and PowerBi to monitor service desk performance metrics and KPIs, identifying trends, improvement areas, and optimization opportunities.
Implement and enforce service desk policies, standards, and best practices to uphold high levels of customer satisfaction.
Engage actively in day-to-day technical support activities alongside the service desk team and customers.
Implement, manage, and govern asset management strategies and processes to ensure proper accounting of hardware assets.
Participate in the Major Incident Manager on-call duty process (MIM) for P1/P2 incidents.
Requirements
2-4 years of IT leadership experience.
Strong knowledge of Microsoft technologies including Windows OS desktop environment, Microsoft O365 application suite and Infrastructure technologies (Networking, Servers etc).
Knowledge of Apple iOS products.
Strong emotional intelligence and the ability to coach and mento effectively.
EXperience servicing a global organisation.
Experience with ServiceNow
Benefits
6% match on 401k, can rise incrementally to 10% with tenure
Comprehensive Healthcare/Dental/Vision
Free Parking
Please apply with an up-to-date resume
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting, Financial Services, and IT System Operations and Maintenance
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