Service Delivery Helpdesk Lead

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. 

Summary

The Professional Service Delivery Coordinator position is responsible for, at a minimum, the following functions: facilitation of incidents and service requests using a ticket-based system, prioritization and documentation of work, oversight of Service Desk activities and status reporting to leadership. The coordinator will lead the daily activities of the Service Desk and participate in incident and problem management, oversight of the Root Cause Analysis (RCA) process along with Service Level tracking and reporting.

Your role in our mission

• Facilitates the resolution of account specific service problems and the prioritization of work requests
• Coordinates communications between functional areas or departments and clients to resolve incidents and complete service requests
• Ability to write reports, business correspondence, and procedures
• Ability to define problems, collect data, establish fact, and reach conclusions
• Ability to facilitate RCA activities resulting in a formal, client-facing RCA document
• Ability to maintain strong internal controls to meet client service level requirements; monitor and report on performance in comparison to service level requirements
• Ability to maintain a high energy level while completing time-constrained activities
• Solid understanding of ITIL methodology
• Technical aptitude to perform Service Desk tasks in a backup capacity

What we're looking for

• Bachelor's degree or equivalent combination of education and experience
• Six or more years of IT service experience
• Three or more years of team leader/supervisory experience
• ITIL Foundation certification preferred

Other Qualifications:

• Strong Microsoft Office software skills
• Strong organizational and time management skills
• Strong analytical and problem-solving skills
• Strong communication skills
• Ability to work in a team environment

What you should expect in this role

• Remote 

The deadline to submit applications for this posting is 1/3/2025.

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The pay range for this position is $51,700.00 - $73,800.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and …