Help Desk Lead - IT Incident and Response
Location: Louisville, KY
Job Type: contract
Company: IDR
Category: Management
Job Description Apply Now
IDR is seeking a Help Desk Lead - IT Incident and Response to join one of our top clients for an opportunity in Louisville, Kentucky. This role is centered around managing and leading IT incident response efforts in a fast-paced, enterprise environment. The organization operates within the IT services industry, focusing on incident management and organizational crisis response.
Position Overview for the Help Desk Lead - IT Incident and Response:
- Manage technology incidents, including identification, assessment, prioritization, escalation, communication, and resolution.
- Collaborate with team members to facilitate solutions to complex IT problems involving software and hardware.
- Handle incident communications for all high-priority incidents, ensuring accurate and timely updates.
- Verify and manage incident logs and reports to support resolution and review processes.
- Lead and facilitate the enterprise incident management process, including escalation and continuous process improvement.
Requirements for the Help Desk Lead - IT Incident and Response:
- 3-5+ years of customer service experience.
- Knowledge of IT operations, IT systems, policies, and procedures including ITIL framework.
- Strong understanding of event management and escalation procedures.
- Excellent problem-solving and decision-making skills, with the ability to work under pressure.
- Proven ability to analyze and resolve a wide range of technical problems, including performing first level assessments of technical and process deficiencies.
What's in it for you?
- Competitive compensation package
- Full Benefits; Medical, Vision, Dental, and more!
- Opportunity to get in with an industry leading organization.
Why IDR?
- 25+ Years of Proven Industry Experience in 4 major markets
- Employee Stock Ownership Program
- Dedicated Engagement Manager who is committed to you and your success.
- Medical, Dental, Vision, and Life Insurance
- ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.
#LI-Remote All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.