OneMain Financial Jobs

IDR is seeking a Service Desk Lead to join one of our top clients for an opportunity in Thornton, Colorado. This role is ideal for individuals with a background in IT support and team leadership within a dynamic, onsite environment. The company operates in the technology or IT services industry, dedicated to providing exceptional technical support and solutions.

Position Overview for the Service Desk Lead:

• Mentoring and guiding Service Desk Analysts, reviewing performance, and providing constructive feedback.
• Supporting Tier 1 tasks when necessary while acting as a primary escalation point for complex issues.
• Applying strong analytical, diagnostic, and problem-solving skills to resolve complex IT incidents.
• Identifying workflow improvements, creating documentation, and enhancing knowledge bases to increase efficiency.
• Ensuring high First Call Resolution rates through effective training and process improvements, maintaining excellent customer service and communication.

Requirements for the Service Desk Lead:

• Ability to mentor and guide Service Desk Analysts, review performance, provide feedback, and support Tier 1 tasks when needed.
• Strong analytical, diagnostic, and problem-solving skills for complex issues; capable of acting as primary escalation point and supporting Tier 2 incidents within SLAs.
• Skill in identifying workflow improvements, creating clear documentation, enhancing knowledge bases, and driving higher First Call Resolution through better training and processes.
• Proficiency in accurately logging, classifying, and routing incidents and service requests.
• Strong customer-service mindset with the ability to own issues end-to-end and ensure proper closure and communication.

What's in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success.
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.

Compensation Details: $26-29/hr W2

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement.