IT Service Desk Lead

Service Desk Operations & Ticket Management

* Oversee and manage all incoming Service Desk tickets, ensuring proper triage, prioritization, and assignment.

* Monitor queue performance to meet or exceed SLA targets; escalate unresolved or complex issues as needed.

* Serve as the escalation point for high-priority or sensitive support issues.

Team Leadership & Coordination

* Guide and support team members in resolving complex or high-impact tickets.

* Balance workloads across the team to ensure efficiency and timely resolution.

* Promote collaboration with cross-functional IT teams to streamline support processes and ensure a unified service experience.

Reporting & Metrics

* Track and report on ticket volume, resolution times, first-contact resolution (FCR), backlog, and escalation trends.

* Analyze support trends to identify recurring issues, improvement opportunities, and training needs.

* Provide actionable insights and performance updates to IT leadership.

Quality Assurance

* Ensure ticket documentation is complete, accurate, and aligned with service standards.

* Review ticket resolution quality and user satisfaction to maintain high support standards.

* Offer constructive feedback to team members to promote continuous improvement.

Process Improvement

* Drive enhancements to ticket handling workflows and escalation procedures.

* Use data and user feedback to identify inefficiencies and implement improvements.

* Contribute to the development and rollout of new support processes and tools.

Knowledge Management

* Oversee the creation and maintenance of support documentation, including user guides, troubleshooting steps, and internal workflows.

* Ensure the knowledge base is regularly updated in partnership with service desk staff and IT SMEs.

Training & Development

* Train and onboard new help desk staff and IT SMEs on tools, processes, and service expectations.

* Provide ongoing coaching to improve technical and customer service skills.

* Support IT training initiatives aimed at elevating service quality across the organization.

Customer Experience

* Ensure timely, transparent communication with users throughout the support lifecycle.

* Address user concerns and work to resolve dissatisfaction swiftly and professionally.

* Foster a culture of customer-first service within the team and across IT.

Qualifications:

* Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).

Experience:

* 5+ years in an IT service desk or help desk environment.

* Proven experience with ITSM platforms (e.g., ServiceDesk, Jira Service Management), and ITIL framework.

Skills:

* Excellent communication and interpersonal skills.

* Base technical knowledge across hardware, software, networking, and end-user support.

* Problem-solving mindset with attention to detail and prioritization skills.

* Ability to work in a fast-paced, dynamic environment.

* Ability to work independently, manage multiple priorities, and drive accountability without formal authority.

* Ability to work well in a matrixed environment

Other:

* Must be located in the Eastern or Central time zone in the US.

*This position could be offered at different levels for candidates who qualify with a combination of advanced levels of education and/or years of experience. The salary range will adjust along with the level of the role to match the person's relevant experience and/or education level.

Inotiv is a growing contemporary drug discovery and development company where we "Play to Win" in an industry rich with opportunity. Together, we face challenges and together we win in the delivery of world-class drug discovery and development solutions that impact the health and well-being of people all over the world. There's an opportunity for everyone at all phases of a career, each individual's unique skill set has an impact on the work we conduct. If you have the talent and desire to impact the quality of people's lives, we have the career opportunities to make it happen. Join us in embracing research and science to impact the health and well-being of people all over the world.

Salary will be commensurate with experience and responsibilities. Benefits include health and dental coverage, short- and long-term disability, paid time off, paid parental leave, 401K, and more!

Inotiv is an Equal Opportunity Employer. It is our policy to provide a fair and equal employment opportunity to all persons, regardless of age, race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, genetic information, disability, national origin, veteran status, or any other basis prohibited by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination and access to benefits and training.