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Service Desk Lead

About the role -

As a Service desk lead, you will manage a team of service desk techs to troubleshoot and resolve all IT related issues. Ensure the service desk staff uses the required tools and software to identify, document, track and resolve reported problems. Service Desk Manager is responsible for planning, prioritizing and scheduling service desk activities to ensure maximum issue resolutions in minimum time. Develop and train help desk staff. Analyze service desk activities and develop tools and process improvements to optimize service and staff performance. May maintain service desk software and make recommendations for new systems.

Responsibilities -

• Manage the service desk team and evaluate performance

• Ensure customer support is timely and accurate on a daily basis

• Recruit, provide training and support for service desk techs

• Set specific customer service standards and SLA's

• Contribute to improving customer support by actively responding to queries and handling complaints

• Establish best practices through the entire technical support process

• Follow up with customers to identify areas of improvement

• Develop daily, weekly and monthly reports on service desk team’s productivity

• Provide customer feedback to the appropriate internal teams, like product developers

Requirements -

The successful applicant will have the following experience and skills: 

·         Bachelor's degree in computer science, engineering or equivalent experience

·         At least 3 years’ proven work experience as a service desk manager

·         build and deploy tools

·         Solid technical background with an ability to give instructions to a non-technical customer

·         Customer-service oriented with a problem-solving attitude

·         Experience utilizing automation tools, powershell, or working with Azure flow

·         Excellent written and verbal communications skills

·         Experience with Linux server automation and scripting, PowerShell

·         Team management and training skills

·         Preferred experience in Azure and Office 365 and Intunes

·         Up to 10% travel per year

·         Experience in retail banking or financial services industry is a plus

Reporting Structure-

Reports to: Director of Infrastructure 

Direct Reports: Service Desk Engineers

Team: IT Operations

Compensation and benefits

Competitive compensation based on experience

Medical, Dental, Life, LTD, Paid Vacation

Bonus eligible role

About the company -

Karrikin is a start-up technology organization that provides technology solutions to its holding company; Verdigris Holdings Inc., who is seeking to make banking services more accessible through a technology-enabled, community-first approach.

The Karrikin Mission is to engineer and support best in class, inexpensive automated solutions that minimize risk and exponentially enable financial institutions to better serve underbanked or unbanked customers so that one day all people will have access to financial services.

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