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The Request Fulfillment Lead is responsible for overseeing a team dedicated to responding to customer requests for hardware, software, and IT assistance, ensuring timely and accurate service delivery that meets organizational standards and enhances the customer experience.
Job Responsibility:
Oversee the request fulfillment process for hardware, software, and IT assistance requests.
Manage the end-to-end lifecycle of requests, ensuring compliance with SLAs and organizational standards.
Lead and mentor team members, providing training and resources to support high-quality service delivery.
Collaborate with IT teams and stakeholders to improve workflows and enhance customer experience.
Identify and implement process improvements to reduce response times and increase efficiency.
Maintain detailed records and generate performance reports to monitor trends and optimize resource allocation.
Foster a culture of accountability, collaboration, and continuous improvement within the team.
Requirements:
Minimum 4 years' experience with the role/responsibilities listed above
Ability to obtain a Public Trust
Nice to have:
Knowledge of ITIL principles and best practices.
Familiarity with performance metrics and operational KPIs in IT environments.
Bachelor's degree
What we offer:
medical, dental, and vision insurance with an employer contribution
flexible spending or health savings account
life and AD&D insurance
short and long term disability coverage
paid time off
employee assistance
participation in a 401k program with company match