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The IT Service Desk Lead will assist the Service Desk manager with process improvements, training technicians, respond to customer inquiries/escalations, and assist with resolving issues and complaints. This position will implement procedures to create and maintain an efficient, managed technical environment that provides high-quality services and proactively anticipates and addresses issues. This service-oriented position requires excellent customer service and a breadth of technical skills.

You will have an opportunity to:

• Assist service desk technicians with managing their tickets queue and assist with complex issues. Ensure they complete tickets meeting the Service Level Agreement and following documented IT Infrastructure Library policies and procedures. Monitor and review calls and tickets between customers and technicians to ensure follow ups are happening and they are user friendly

• Resolve level 1, 2 and 3 tickets on a “fill-in” basis when needed. Perform root cause / Corrective actions to permanently eliminate recurring issues. Stay informed of what is happening on the service desk real time and adjust staffing and efforts to adapt to current demands

• Ensure technicians are informed about changes to Information Technology services, procedures, and policies. Complete training on new and existing processes with all technicians

• Prepare, review, approve knowledge-based documents based on documented process. Identifies opportunities to update or improve customer service procedures and makes recommendations to the Desktop Services Manager

• Manage/improve the IT Ticketing System

REQUIREMENTS:

• Bachelor’s degree in Computer Science, Information Technology, or related degree is required. Extensive and proven technical on-the-job experience and practical knowledge could replace academic experience

• Minimum of three years of experience in IT Service Desk and minimum of one year of lead experience

• Minimum of three years of experience in Windows PC and server environment

• Technical knowledge of current company standard applications and network operations including but not limited to: Windows 10, Office 365, Teams, SharePoint, OneDrive, SCCM, Software Center, TCP/IP, Windows Server (2012-current), Lotus Notes, DNS, and DHCP

• Practical operating knowledge of Ethernet and WAN technology required

• Experience using ITIL

• Experience using and managing an IT ticketing system

The selection of the person to be hired for this position is contingent on the candidate having export compliance eligibility for access to U.S. controlled technology which comes under the licensing jurisdiction of the U.S. Department of State, International Traffic in Arms Regulations (ITAR) and the U.S. Department of Commerce, Export Administration Regulations (EAR).

The candidate selected will have to qualify as either a U.S. citizen, a U.S. National, a lawful permanent resident of the U.S., a Person Admitted into the U.S. as an Asylee or Refugee., a National of a country that is not prohibited from having access to U.S. controlled technology (via a letter of assurance), or a Person to be approved for an export license by the governing agency whose technology comes under its jurisdiction. Please understand that any job offer that requires approval of an export license will be conditional on Materion’s determination that it will be able to obtain an export license in a time frame consistent with Materion’s business requirements.

Materion Corporation and its subsidiaries (the “Company”) is an equal employment opportunity employer. It is the Company’s policy to not unlawfully discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The Company also prohibits harassment of applicants and employees based on any of these protected categories. It is also the Company’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on the Company. Please inform the Company’s personnel representative if you need assistance completing any forms or to otherwise participate in the application process.

Materion’s Veteran Employee Resource group supports veterans and promotes the benefits of hiring veterans in the workplace. We honor all those who have served and are a military friendly company. Veterans are encouraged to apply and military experience and skills are transferrable to Materion careers.

Please provide complete information. An incomplete application may affect your consideration for employment.