Engineer II, Service Desk Lead
US-PA-Radnor
Careers
Req #: 7531
Type: Full Time
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Overview: At Wipfli, people count. At Wipfli, our people are core to everything we do-the catalyst behind our ability to create exceptional impact and extraordinary results. We believe in flexibility. We focus on relationships. We encourage each individual to follow their own path. People truly matter and they feel it. For those looking to make a difference and find a professional home, Wipfli offers a career-defining opportunity. Responsibilities: Role Summary The Service Desk Lead (Engineer II) is a pivotal member of our IT Service Desk team, responsible for managing day-to-day ticket queues, driving continuous improvement, and supporting service desk operations. This role enhances operational efficiency, improves ticket quality, and supports team training and documentation efforts. The Service Desk Lead acts as a mentor, facilitates daily operations, and leads initiatives to improve customer satisfaction and team performance. Responsibilities * Oversee daily ticket assignment, queue management, and routing to appropriate teams. * Resolve case escalations as needed. * Facilitate daily scrum meetings focused on ticket and phone metrics. * Develop and maintain best practice guides and training materials (e.g., ticket QRGs, phone call templates, onboarding documentation). * Perform tasks in the Continuous Improvement Register and lead Tier 2 meetings. * Manage escalation train-backs and ensure documentation is captured. * Coordinate field dispatch operations as needed * Assist with ticket quality audits and provide technician feedback. * Lead problem management and continuous improvement efforts, focusing on response and resolution metrics. * Own monthly ticket trending metrics to identify problem areas. * Mentor and provide feedback to Service Desk team members. * Support the sales process and contribute to research and development efforts for innovative solutions. Qualifications: Required Qualifications * Bachelor's degree or equivalent combination of education and experience. * 3+ years of job-related experience or 3+ years of private industry experience in a relevant technical area. * Actively pursuing or holding relevant technical certifications. Preferred: * Bachelor's degree in a related field. * Experience with ITIL concepts. * Certifications in Microsoft 365, Azure, ITIL, Networking Skills & Abilities: * Strong planning, prioritization, and organizational skills. * Ability to work under pressure and meet deadlines. * Adaptability to changing schedules, demands, and priorities. * Excellent written, verbal, and presentation skills. * Proficiency in Microsoft 365 applications, MS Azure, and networking * Initiative, results orientation, and teamwork. * Self-awareness, influence, learning agility, and inclusive thinking. * Commitment to Wipfli's strategic vision, mission, and values. Damian Kauffman, from our recruiting team, will be guiding you through this process. Visit his LinkedIn page to connect! #LI-Hybrid #LI-DK1
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