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Service Desk Lead

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Job Details
Job Order Number
Company Name
Physical Address

Chicago, IL 60684
Job Description

Service Desk Lead

Chicago, IL, USA

Req #604

Monday, June 1, 2020

Sphera is a leading global provider of enterprise software and services that enables companies to manage and optimize their environmental, health, safety and sustainability. Our mission is to create a safer, more sustainable and productive world.We are a portfolio company of Genstar Capital, a leading middle-market private equity firm focused on investments in targeted segments of the software, industrial technology, financial services and healthcare industries. We operate like a start-up tech company but have over $100 million in annual revenue, with more than 3,000 customers, and operate in 70+ countries.We are guided by our core values of Customer Centricity, Accountability, Bias to Action, Innovation, and Collaboration. These values help us recruit the right talent to join our rapidly expanding team of nearly 700 Spherions around the globe. It is important to us that each and every Spherion is not only eager to challenge themselves and knows how to get work done but is an awesome addition to our company culture.

We’re looking for bright minds with great communication skills and a knack for solving complex problems. What you know today is only a foundation to support what will be needed for tomorrow, so your ability to learn and apply new technologies and techniques quickly is imperative. You must be an effective leader, self-starter, team focused, and driven to consistently improve the environments you support.

The Role

You’ll be a critical part of a global service desk team supporting nearly 1000 staff worldwide. The environments are diverse, employees are highly technical, and there is no lack of challenges to solve. We need someone that can not only solve issues at all levels, but also drive business focused innovation. You’re a leader, subject matter expert, and relationship builder. You don’t just fix problems, you listen to the needs of the business and actively drive solutions that are a catalyst for the future success of Sphera.

Job Duties:

+ Provide desktop support for internal Sphera users with Windows, Linux, and Mac systems. Act as a point of escalation for other support staff.

+ Act as primary support for executives.

+ Manage SLA’s for responsiveness, completeness of solutions provided, and user satisfaction.

+ Support video conferencing services for company meetings.

+ Facilitate expansion from traditional desktop services to also including Tier 1+ support for other technologies like Netsuite, Salesforce, and Sharepoint.

+ Innovate and automate to optimize the team’s efficiency and our ability to execute quickly and consistently.

+ Provide leadership to ensure the team has the tools, training, and mentorship required to succeed. Create an environment of accountability, challenging staff to achievehigh levels of productivity and effectiveness.

Essential skills:

Excellent communicator

Strong problem-solving skills

Ability to lead and mentor other team members, both from a technical and non-technical perspective.

Able to instill confidence in users while supporting them

In depth experience with MS Windows desktop OS

Some coding/scripting skills allowing for automation of simple tasks

Experience with ticketing systems and managing metrics

Office 365 configuration and support

Experience with imaging/deployment automation tools

Preferred skills:

Strong scripting and automation skills

Some systems level experience

Azure experience

Monitoring (New Relic, LogEntries, Rapid7, etc)

Sphera is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status and other legally protected characteristics.

Other details

+ Job Family


+ Pay Type


+ Work Location (reporting only)


+ Chicago, IL, USA

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