Service Desk L2

Full Time



Lumen21 is looking for a highly skilled, self-motivated Service Desk to join our fast-paced cloud computing environment. Leveraging years of knowledge and experience on managed services, you will help your team to support a global, hybrid cloud computing environment within both commercial service providers and on-premises deployments, while focusing on process improvements and providing exceptional quality user support.

About Our Company

Lumen21 is working with open-minded professionals like you, who are relentless and passionate about designing and building solutions for the world's most demanding challenges and in helping our clients do the same. We are always learning, sharing expertise, and targeting to aim high and work together to drive innovation. We are confident you will thrive in our company of experts and make a difference.

 As a Lumen21 employee, you can change the way the world works. It's what we have been doing for more than ten years. A new world is taking shape before our eyes, and what we do here is a big part of it. We are the leading providers of compliant cloud solutions within healthcare and financial service organizations worldwide. We empower you to make digital transformation thus producing a more meaningful impact on our customers at Lumen21.

Day in the life of a Lumen21 Service Desk L2 Employee

Once you start your day in shift, you will communicate with your Manager to go over the day's priorities. Your Manager will assign tasks to you, providing you with information about current important escalations and issues. In addition, you will be trained by managers and co-workers to establish and adhere to metrics driven quality controls and introduce or maintain best business practices and ITIL processes. This is a hands-on role with the expectation of direct client engagement.

Job Requirements

Develop trust with clients, customers, teammates, and members through transparency, accountability, and credible action.

Practice ownership and responsibility for all IT Support Management Services issues to ensure a high degree of customer satisfaction.

Develop a performance measurement framework in conjunction with internal and external stakeholders and facilitate feedback to team members on customer service issues, communication, and technical skills to enhance the quality of support delivered.

Participate in the development of Service Level Agreements (SLAs) and ongoing management of service level compliance.

Provide daily, weekly and monthly metrics driven status reports to leadership.

Act as the primary liaison to clients and leadership for all IT Support Service issues.

Maintain a high level of team morale and manage IT Support Service resources for optimal performance.

Proactively monitor dashboards and program statuses to provide operational awareness to

customers and ensure all issues and incidents are responded to in a timely manner and tracked to resolution.

Collaborate effectively with dispersed, cross-organizational support desk staff.

Desired Candidate

Technical expertise/background in Windows, Linux and Cloud-based technologies including AWS and Microsoft Azure.

Bachelor's degree or higher in a technical field or IT-related discipline.

Candidate must possess a customer service, mission-first mindset and an excellent working knowledge of managing customer relationships.

Willingness to accommodate new or changed scope and areas of responsibility for Service Desk functions are essential.

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