Service Desk Technician - Nashville

Parking Management Company•Nashville, TN

6d•Hybrid

About The Position

The Service Desk Technician at Parking Management Company will provide essential technical support and assistance to our staff and customers, ensuring swift and effective resolution of IT-related issues. This role is vital for maintaining the smooth operation of our IT infrastructure and enhancing the overall user experience.

Requirements

Strong Analytical and Problem-Solving Abilities: The candidate must have the capability to dissect complex data and situations, particularly related to revenue and payroll. This includes pinpointing and rectifying discrepancies in revenue reporting, unraveling the root causes of operational inefficiencies, and creating effective solutions to boost performance.
Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent work experience) with proven experience in a service desk or IT support role, including at least 2 years in a supervisory or managerial position.
Strong technical knowledge of IT systems, software, and hardware, including Microsoft 365, combined with excellent leadership, team management, communication, and interpersonal skills.
A valid driver’s license and reliable transportation are required for this role, along with maintaining an acceptable motor vehicle record with no more than three moving violations within a three-year period. Candidates must also pass and maintain a clean background check.

Nice To Haves

Experience with service desk software and ticketing systems.
Microsoft 365 Certifications (e.g., MS-900, MS-102).
Experience with next-gen antivirus, modular cybersecurity platforms, Sage Intacct, and Salesforce.
ITIL certification or other relevant industry certifications.

Responsibilities

Lead and motivate a team of Tier 1 and Tier 2 technicians to consistently deliver exceptional customer service. Conduct regular performance evaluations, offer feedback, and support ongoing professional development. Manage team schedules and workload distribution to ensure timely, efficient support while fostering a positive, collaborative, and customer-focused environment that encourages growth and high performance.
Oversee the daily operations of the service desk, ensuring the delivery of high-quality IT support and exceptional customer service. Monitor and manage help desk tickets, ensuring prompt and accurate issue resolution, while maintaining a hands-on approach by actively assisting with support requests. Continuously develop and implement strategies to improve service desk efficiency, optimize workflows, and enhance the overall customer experience.
Provide hands-on technical guidance and support to Tier 1 and Tier 2 technicians, ensuring they have the tools and knowledge to deliver exceptional service. Troubleshoot and resolve complex technical issues, escalating when necessary to maintain customer satisfaction. Ensure all support activities are accurately documented in the service desk system to promote transparency and accountability. Stay informed on current IT systems, software, and hardware to provide effective, up-to-date solutions and leadership.
Generate and analyze service desk performance reports to identify trends, track progress, and highlight opportunities for improvement, with a focus on customer feedback and satisfaction. Provide regular updates to management on service desk metrics, showcasing achievements and recommending areas for enhancement. Develop and monitor key performance indicators (KPIs) to measure customer satisfaction, response times, and overall service desk effectiveness, ensuring continuous improvement and operational excellence.
Ensure exceptional customer satisfaction by promptly and professionally addressing issues while maintaining a customer-first approach. Serve as the primary escalation point for customer complaints, ensuring timely and appropriate resolution. Foster a customer-focused culture within the service desk team by promoting empathy, patience, and clear, effective communication as core values of every interaction.
Other tasks may be assigned as needed to support the company’s overall operational and financial objectives, with the expectation that the management remains flexible and responsive to evolving business needs. Attend required staff meetings and complete assigned training modules in a timely manner. Including but not limited to the ability to work flexible hours when needed, particularly during financial close periods and occasional travel for financial reviews, audits, or corporate meetings. May be required.