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Service Desk Lead

Create high-quality user manuals and educational videos
Work with business parters to source graphics, animations, video content, etc?
Create educational web content for our end users and our teams
Brainstorm and build new and interesting educational strategies
Geek out extensively on IoT security and Bird SaaS platforms
Move fast, think fast, and collaborate fluidly
Work with management to develop and maintain standard operating procedures (SOP) and service level agreements (SLA) with basic delivery estimates for
Ensure all team resources follow change management procedures.
Participate in system reviews, analysis, and other process functions as required by management.
Performs support function according to change management process and procedures.
Responsible for setting support criteria and metrics to support management of the service desk workflow and performance management.
Responsible for working with project team, application and network support specialists, and the user community to confirm system functionality is operating efficiently and consistently.
common support tasks.
Responsible for the service desk team's service delivery in accordance with established SOP's and SLA's.
Communicates status through the support cycle reporting to the manager.
Periodically track the progress and quality of support work performed by service desk resources in the service desk ticketing application and other available tools.
Drive accountability for all time and work effort entered in service desk application.
Communicate ideas for improving department processes with a positive and constructive attitude while working to develop this attitude in others.
Keep IT management and others informed about work efforts and challenges that may affect business relations.
Performs other related duties as required by management.
What You'll Need
3-5 years of experience in technical writing, instructional design, tutorial creation, or similar customer education field (text, video, and audio content all qualify)
Ability and affinity for analyzing products and their use cases from a user's POV
IT helpdesk or customer support experience required
Clear understanding of the hardware, software, and application error handling.
Excellent organizational skills, attention to detail and highly accurate work.
Excellent communication skills.
Physical Requirements: Normal office environment.
Preferences
Familiarity with Adobe InDesign, Premiere, Illustrator, etc...
Familiarity with TechSmith Camtasia Studio
Bird Rides Inc. is an equal employment opportunity employer, and we welcome everyone regardless of their race, color, religion, sex, national origin, age, disability, veteran status or genetics. We are dedicated to providing an inclusive, open, and diverse work environment.



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