IT Service Desk Shift Lead Omaha, NE Direct hire

CSS Staffing
Omaha / council bluffs, NE
15 Feb 2025

Vacancy expired!

IT Service Desk Shift Lead

Omaha, NE Our client, a dynamic and energetic leader in their industry, is looking for the right person to become a part of an energetic innovative team. Please apply with CSS now for this important position and we will discover together if you are as right for the opportunity as the opportunity is for you.

The Ideal Candidate Will Have:
  • 2-4 years’ experience as hands on Service Desk Analyst, including personnel and shift coordination and management, and making daily reports on shift operations upon issues handled/escalated
  • Experience in fast paced and growing environment, and proficiency with Operation Center concepts and practices
  • Previous experience writing procedural and technical documentation
  • Experienced and proficient with troubleshooting techniques and problem solving in a 24x7x365 production environment
  • Solid understanding of ITIL based operational Processes. Solid working knowledge and hands-on experience with Linux & Windows servers, including IBM Power-I systems and Service Desk ticket systems. (ServiceNow)
  • Understanding of basic network protocols. (TCP/IP, HTTP, FTP, SSH, SSL, etc.)
  • Performance management oversight
  • Excellent communication and inter-personal skills – internal and external
  • Working knowledge of monitoring technologies (Hyperic, Halcyon, SolarWinds, Dynatrace/Keynote, etc.)

Desired:
  • CompTIA A+ Certification
  • ITIL 2011v3 Foundation certification
  • ServiceNow Knowledge
  • MCP Certification
  • HDI Certification

Core Responsibilities:
  • Direct daily work flow for the Service Desk Analysts as well as address more complex technical issues
  • Work with shift schedules to ensure adequate team coverage and provide this coverage when necessary
  • Interface with various company business units for service improvement and restoration
  • Monitor and support the company's production systems, applications and deployments
  • Assist in coordinating departmental teams to identify errors and anomalies
  • Identify and verify service impact to customers, and escalate to subject matter experts in support of problem resolution
  • Communicate with internal teams in support of status updates regarding open issues
  • Implement actions in support of root cause analysis and problem remediation
  • Properly communicate issues, concerns, and escalations to the IT Service
Delivery Manager
  • Maintain regular and predictable attendance
  • Work requires in-person collaboration among colleagues and contractors
  • Must be able to attend face to face meetings on short or little advance notice

Additional Information:
  • Start Date: ASAP
  • On-Site during the week, remote on weekend and working towards hybrid full time
  • Direct hire - U.S. Citizens and those authorized to work in the U.S. are encouraged to apply.

    We are unable to sponsor at this time
  • ID: #49221524
  • State: Nebraska Omaha / council bluffs 68101 Omaha / council bluffs USA
  • City: Omaha / council bluffs
  • Salary: Depends on Experience
  • Job type: Permanent
  • Showed: 2023-02-15
  • Deadline: 2023-04-15
  • Category: Et cetera