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Internal IT Service Desk Leader in Overland Park, KS at Netsmart

Date Posted: 11/27/2018

Job Snapshot

Job Description

Responsibilities:

  • Support a team who answers incoming tickets in an internal IT service center environment
  • Respond to and investigate internal client inquiries, concerns, and issues via phone and e-mail
  • Answer internal client inquiries and provide appropriate technical and/or solution-related information
  • Research and resolve internal client challenges and respond in a timely manner
  • Effectively communicate internal client issues and concerns to applicable internal leaders
  • Maintain  internal client satisfaction related to support
  • Implementing best practices and effective change management when needed
  • Performs other duties as assigned by leaders
  • Ability to manage and create effective metrics

Qualifications

  • Bachelor’s Degree, Certification or equivalent work experience required
  • 2 plus years of Service Desk/Help Desk Technical Leadership experience is preferred
  • Experience with ServiceNow, Remedy or similar ticketing system is preferred
  • Previous experience managing in a metric driven environment is preferred
  • Excellent internal and external client service skills
  • Experience with vendor management and outside relationships is preferred
  • Excellent verbal and written communication skills
  • Knowledge of Microsoft Office products, specifically skilled in Excel, Word, and Outlook
  • Strong ability to lead technical team members
  • 3 plus years of experience with technical troubleshooting and resolution

Netsmart provides equal employment and advancement opportunities to all individuals. Employment decisions at Netsmart will be based on performance, qualifications, abilities, education and experience.  Netsmart does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, physical or mental disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Netsmart complies with any applicable state and local laws governing nondiscrimination in employment.