Desktop Support Technician

Job description

Overview Job Title: Desktop Support Technician: Department: Corporate Information Technology: Reporting To: Vice President Enterprise Applications and Support Employment Type: Full Time: Overview: This role is responsible for the Audacy Service Desk including all inbound L1 triage, request fulfillment, and IT L2 operations support. Leading the Audacy 24x7x365 end-user support, IT operations and service management practices. As a leader within our Service Delivery team, you will drive unification of observability, response, and improvement for our direct-to-consumer and internal owned & operated services. This role will collaborate with the Knowledge Manager and Service Owners to document and shift work left with a keen eye on identifying work ideal for automation. Responsibilities: What You'll Do: - Own the relationship with our Managed Service Provider (MSP) to support customers. - Product owner for current ITSM enterprise tool and the optimization and integration of the tool to facilitate efficient workflows and timely issue and problem resolution. - Establishes and maintains SLAs/KPIs for support including incident response, request fulfillment and problem management. - Identify...