IT Service Desk Lead

We are seeking a highly motivated and experienced IT Service Desk Lead to join our dynamic and fast-paced IT team. In this hands-on role you will providing technical support and customer service and ensure the highest level of service delivery. You will assist with the standardization of helpdesk services, policies and procedures. You will work with international colleagues and management to ensure a common service delivery strategy for help desk activities.

Job Responsibilities

• Respond to technical support requests, troubleshoot and resolve technical issues, and provide advice and guidance to customers.
• Collaborate with other IT teams to resolve complex technical issues and escalate issues as necessary.
• Oversee the day-to-day operations of the IT Service Desk, ensuring high levels of service delivery and customer satisfaction.
• Identify and provide reporting on Key Performance Indicators and SLA’s for the Service Desk.
• Manage and prioritize help desk ticket queues, ensuring all requests are addressed in a timely and effective manner.
• Work closely with international IT Service Desk management to identify, standardize and coordinate IT Service Desk activities for a common service delivery strategy as well as continuous improvement.
• Develop and maintain documentation and standard operating procedures for Help Desk processes and procedures.
• Mentor and train Service Desk technicians, providing guidance and support to enhance their technical skills and knowledge.
• Perform other related duties as required.
• Stay up-to-date with industry trends and best practices, and implement new technologies and techniques as appropriate.

Candidate Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in an IT Help Desk or technical support role.
• Understanding of ITIL, certification preferred.
• Strong technical knowledge and experience with a wide range of technologies, including operating systems, hardware, software and networking.
• Excellent customer service and interpersonal skills, with the ability to communicate technical information to non-technical customers.
• Excellent organizational skills with the ability to multi-task.
• Excellent written and verbal communication skills.
• Excellent leadership skills, with the ability to motivate, mentor, and lead a team.
• Ability to manage multiple tasks and prioritize effectively, with a strong attention to detail.
• Strong problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues.

Company Description

ifm efector, inc., headquartered in Malvern, PA, has earned the distinguished Top Employers certification for 2020 and 2021 in North America for our outstanding people practices. ifm efector is the US subsidiary of ifm electronic gmbh, a global company with over 8,100 employees in 95 countries serving 161,000 customers worldwide. Our core business is the development and production of sensors and controls for industrial automation and process applications.

“Exceptional success can only be achieved when the employees believe in the company and when they know that they are treated in a fair and honest way.” -ifm philosophy

ifm is a privately-owned company whose success can be attributed to three guiding principles: Employees First, Customer Loyalty, and Safe Growth. With a supportive and collaborative culture, ifm welcomes new ideas and fosters honest communication and trust. Distinguished by their individual capabilities and contributions, every employee plays a role in the success of our business, so that we may provide innovative solutions to meet and exceed our customer’s business needs. ifm is dedicated to ensuring employees are engaged, enabled, and empowered to realize their full potential in a positive, diverse, and inclusive work environment filled with meaning and a shared sense of purpose.

“We have amazing products, but best of all we have amazing people. This is a core value of our success.” – Roger Varma, CEO, ifm efector

ifm efector, inc. is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, gender, national origin, age, disability or handicap, marital or protected veteran status, genetic information, sexual orientation, gender identity, or any other category protected under applicable federal, state or local law.