Service Desk Lead

Job Description

Hi, I'm Arpana D.R, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

At CSG, you're more than your resume. We want your diverse perspective and unique background to help us enrich the work we do together. We believe that by channelling the power of all, we make ordinary customer and employee experiences extraordinary.

This is your opportunity to join one of our high-performing teams. Channel the power of YOU and begin the journey to becoming a CSGer.

We are looking for a Service Desk Lead who will:

• You will Lead a team of service desk analysts, providing guidance, training, and performance feedback
• Serve as an escalation point for complex technical issues and customer concerns, ensuring timely and effective problem resolution
• Develop, implement, and enforce Standard Operating Procedures (SOPs) to maintain consistent service quality and Standards Compliance
• Conduct Problem Analysis to identify root causes of recurring issues and implement preventative measures
• Collaborate with Cross-Functional Teams and External Partners to ensure seamless service delivery and support for integrated systems
• Manage Service Desk operations, including incident management, request fulfillment, etc
• Communicate effectively with Customers, providing clear updates and managing expectations
• Facilitate Group Problem Solving sessions to address systemic issues and improve service efficiency
• Apply Analytical Thinking to evaluate service metrics, identify trends, and recommend improvements
• Champion People Management best practices, fostering a positive and productive team environment
• Ensure adherence to all relevant Management Process guidelines and company policies
• Continuously seek opportunities to enhance Interpersonal Communication within the team and with stakeholders

Is this opportunity right for you? We are looking for candidates who have:

• Bachelor’s degree in computer science, Computer Engineering, related field, or equivalent experience
• 7+yrs experience with minimum of 4 years of relevant experience in Service Desk or IT Support operations
• Proven experience in incident and request management, with strong adherence to SLAs and operational metrics
• Demonstrated ability to support or lead a team of service desk analysts, including mentoring, coaching, or serving as an SME/Lead
• Strong understanding of ITIL processes, including Incident, Request, and Escalation Management
• Consistent performance record with no active disciplinary actions
• Proven track record in delivering high quality, productivity, and customer experience outcomes
• Strong communication, collaboration, and stakeholder management skills
• Experience in service desk or IT support leadership roles
• Solid understanding of operations management principles
• Demonstrated people management and team leadership capabilities
• Excellent analytical thinking and problem-solving skills
• Strong interpersonal and communication abilities
• Experience in developing Standard Operating Procedures (SOPs) and ensuring standards compliance
• Proven ability in effective problem resolution
• Ability to work with external customers and partners
• Experience in cross-functional collaboration and group problem-solving
• Familiarity with IT Service Management (ITSM) frameworks and process methodologies

CSGer Perks & Benefits:

• Work from Home, in-office, or hybrid
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off
• And so much more! 

Location(s):

Accommodation:

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at [email protected]. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Guiding Principles:

Impact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.

Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

Our Story:

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here.