Lead, Service Desk

JOB SUMMARY

Cresco Labs is seeking a Lead, Service Desk to provide support services for our corporate, retail and operation teams. As a Lead, Service Desk, you will be responsible for communicating effectively across internal teams. You will take action to address technical issues, ensuring a timely resolution, while also delivering personalized service. The position will require you to assist with development and implement of computer applications and solutions. You will be assigned technology project tasks, such as installing software, working as part of a support team for new store openings, or testing new IT services. This role is part of an on-call rotation and reports to the Service Desk Manager. 

CORE JOB DUTIES 

• Handle the most complex technical issues and act as a subject matter expert for Tier I and Tier II technicians. 
• Act as a liaison between the service desk and infrastructure colleagues to help facilitate any knowledge that needs to be conveyed for troubleshooting and support. 
• Assist with the evaluation, deployment, and support of new technologies and system upgrades, ensuring successful integration and minimal disruption to end users through thorough testing and collaboration with key stakeholders. 
• Assist in the management and optimization of infrastructure management and deployment tools, such as Microsoft Intune and Tanium, to support seamless endpoint configuration, software distribution, and compliance enforcement. 
• Support the enhancement and maintenance of business applications by collaborating with management to understand organizational goals and implement system improvements aligned with operational needs. 
• Assist end-users using remote desktop tools or phone, chat, email support. 
• Accurately log and document all reported incidents and service requests in ITSM system, Fresh Service. 
• Develop and maintain Knowledge Base articles that document technical solutions, troubleshooting procedures, and best practices to support efficient issue resolution, promote knowledge sharing, and reduce recurring incidents 
• Perform the duties of Tier 1 and Tier 2 service desk roles on an as-needed basis. 
• Manage major incidents, including communication with stakeholders and coordination of resources for resolution. 
• Conduct in-depth root cause analysis of recurring issues to prevent future incidents. 
• Identify opportunities for process improvement within the service desk and implement best practices. 
• Participate in IT projects such as system upgrades, migrations, and deployments. 
• Mentor Tier I and Tier II technicians and infrastructure team to facilitate knowledge transfer sessions, with creation of formal documentation via SOP’s or work instructions.  
• Monitor inventory levels and deployment practices of hardware, including any implementations or actions of third-party vendors. Ensuring that tasks are executed in a timely manner.  
• Provides support to intranet and internet maintenance and developments.  
• Participate in on-call rotation one week per month.  

REQUIRED EXPERIENCE, EDUCATION AND SKILLS  

• 3-5 years of experience working in a technology service desk environment.  
• Excellent problem-solving and analytical skills. 
• Patient, friendly demeanor and commitment to providing exceptional customer service. 
• Strong verbal and written communication skills, ability to provide professional documentations.  
• Team-oriented collaborator that shares knowledge and experience. 
• The ability to break down technological processes and deliver clear, step-by-step instructions.  
• Technical, comprehensive knowledge of computer systems and experience troubleshooting hardware and software. 
• Excellent organizational skills and ability to prioritize tasks.  
• Strong Microsoft 365 skills. 
• Familiarity with Fresh Service or other ITSM platform. 
• Experience with 3rd party application deployment and management. 
• Familiarity with networking technology, such as Cisco Meraki 
• Understanding of Azure Active Directory and Intune.

BENEFITS

Cresco Labs is proud to offer eligible employees a robust offering of benefits including, major medical, dental and vision insurance, a 401(K)-match program, FSA/HSA programs, LTD/STD options, life insurance and AD&D.  We also offer eligible employees paid holidays and paid time off.  Other rewards may include annual discretionary bonuses, stock options as well as participation in our employee discount program. Benefits eligibility for permanent positions may vary by full-time or part-time roles, location, or position.