The SRE Service Desk Leader is responsible for leading day-to-day IT support operations across corporate users and field technicians in a fast-paced solar operations environment. This is a hands-on leadership role requiring both team management and active technical involvement in escalations, incident response, and process improvement. The SRE Service Desk Leader owns end-to-end service desk performance and applies site reliability engineering (SRE) principles—including structured KPI tracking, toil reduction, and data-driven decision-making—to continuously improve how the team operates. The ideal candidate brings strong operational discipline, technical expertise, and the ability to drive quality service, reduce downtime, and scale support operations aligned with business priorities. Essential Job Functions & Responsibilities Team Leadership & Escalation Management - Supervise, coach, and develop service desk technicians. Conduct performance reviews, foster accountability, and drive measurable reductions in escalation rates over time. - Act as escalation point for complex technical issues beyond Tier 1 and Tier 2, performing root cause analysis and driving permanent fixes to reduce incident recurrence. - Coordinate and lead response to high-priority incidents (P1/P2), ensuring timely communication to stakeholders and documented post-incident review. Service Desk Operations - Lead daily Service Desk operations, managing ticket queues and ensuring SLA compliance. - Prioritize incidents and requests based on business impact, including support for field technicians. - Own overall Service Desk performance, including SLA delivery, user satisfaction (CSAT), and operational efficiency. - Establish and own service desk KPIs—including MTTR, First Contact Resolution Rate, SLA adherence, escalation rate, and SOP coverage—reporting performance to the Manager, SRE on a regular cadence. - Develop and deliver dashboards and reports that provide visibility into service desk performance, ticket trends, and KPI status. Process Improvement & Automation - Optimize ITSM processes, including incident, request, and escalation workflows. - Improve ticketing system configuration, categorization, and routing. - Identify and implement automation opportunities to reduce manual effort, ticket volume, and operational toil. - Develop, maintain, and continuously improve SOP documentation, runbooks, and knowledge base articles, ensuring operational knowledge is scalable and transferable across the team. Technical Support & Administration - Perform advanced troubleshooting across endpoints, identity, network, and cloud environments.Provide and oversee technical support for company devices and systems, ensuring minimal disruption to operations. - Manage and administer ticketing, EDR, IAM, and other applications required for daily operations, ensuring configurations support both service delivery and security posture. - Plan and execute system updates, patches, and upgrades, tracking change failure rate to minimize disruption. - Support onboarding, offboarding, and access management processes. - Maintain and support IT asset inventory and lifecycle management. Collaboration & Communication - Collaborate with SRE, Security, and Infrastructure teams to resolve escalations and improve reliability. - Ensure strong communication with end-users, delivering a high-quality support experience and identifying opportunities to streamline recurring requests. - Provide end-users with training on company hardware, software, and self-service tools to reduce ticket volume and improve first-contact resolution. - Drive regular conversations with business and technical stakeholders to assess risk, communicate service health, and ensure operational insights are acted upon. - Support organizational growth by scaling service desk processes, tooling, and team capabilities to meet expanding business requirements. Knowledge • Knowledge of IT Service Management (ITSM) processes, including incident, request, and problem management. • Proficiency in Microsoft 365, Azure, and Windows environments. • Understanding of Identity and Access Management (IAM) and endpoint management tools. • Familiarity with EDR platforms, RMM tools, and monitoring/observability technologies. • Knowledge of ticketing systems and service desk operations, including configuration and reporting. • Awareness of scripting or automation technologies (e.g., PowerShell) for operational efficiency. Skills • Strong troubleshooting and problem-solving skills with a structured, data-driven approach. • Strong leadership and team development skills with the ability to mentor and elevate technical staff. • Effective communication skills with both technical and non-technical audiences, including the ability to present service performance data to leadership. • Customer-focused mindset with strong service orientation; professionalism, respect, and interpersonal skills are essential. • Practical experience with enterprise-level ticketing analytics and service improvement methodologies. • Mature understanding of ITIL/ITSM frameworks and SRE principles (SLAs, SLOs, toil reduction). Abilities • Ability to lead under pressure and manage high-impact incidents with limited guidance. • Ability to prioritize work based on business impact and operational needs in a dynamic environment. • Strong organizational and time management skills; self-directed with the ability to deliver on a timely schedule. • Ability to work independently and as part of a team. • Comfort with ambiguity and a continuous learning mindset to stay current with evolving ITSM practices, SRE methodologies, and support technologies. • Desire to learn, work hard, and grow with a young entrepreneurial renewable energy company. Preferred Education Bachelor’s degree Required Experience • 5+ years of experience in IT Support or Service Desk environments. • 2+ years of experience in a leadership, supervisory, or escalation role. • Experience managing ticket queues, SLAs, and incident prioritization. • Hands-on exposure to EDR, cloud platforms, IAM, and ITSM tooling. Preferred Experience • Experience supporting field operations or distributed workforce environments. • Experience in energy, utilities, or similar operational industries. • Experience in MSP environments. Preferred Certifications, Licensures, etc. • ITIL Foundation. • Microsoft certifications (AZ-104, MS-102, etc.). • CompTIA certifications (Security+, Network+). QE Solar is committed to providing equal employment opportunities and reasonable accommodations in accordance with the Americans with Disabilities Act (ADA) and all applicable federal, state, and local laws. The physical and mental demands described below are representative of those required to successfully perform the essential functions of this position. This is a remote position and may be performed from a home office or other approved workspace within the United States. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions. This position requires: - Prolonged periods of sitting and working at a computer, including reviewing reports, safety data, and compliance documentation - Frequent use of hands and fingers to operate a computer, keyboard, and standard office equipment - Ability to communicate effectively across multiple platforms, including phone, video conferencing, and written communication with employees at all levels of the organization - Ability to analyze complex information, interpret safety regulations, and make strategic decisions - Ability to manage multiple priorities, lead initiatives, and respond to time-sensitive matters in a remote environment - Occasional travel to field sites, offices, or project locations, which may involve exposure to outdoor conditions, active job sites, and standard safety requirements - Ability to lift and carry materials up to 15 pounds, if necessary QE Solar offers incredible benefits! We enjoy: - 100% paid employee premium on health benefits; additional dependents at low costs and great plans for Health, Dental, Vision, FSA or HSA - Wellbeing and Employee Assistance - Perks at Work Marketplace for discounts on gym memberships, classes, tech, vacations, tickets, and more - Family Building and Adoption Assistance Programs - Learning & Development Opportunities - Discounted Life & Disability Insurance Statement to all Third-Party Agencies and Similar Organizations: QE Solar accepts resumes only from contracted recruiting agencies with formal service agreements. Please do not send unsolicited resumes or outreach emails to our QE Solar employees, hiring managers, or team members without expressed consent or contract for services. QE Solar is not responsible for any fees or charges associated with unsolicited resumes or services.

• Providing remote customer support for Federal Government systems and applications. • Handling incoming phone requests from customers. • Handling incoming electronic requests (Chat, Email, and Fax) from customers. • Creating, tracking, and resolving Human Resources (HR) application incidents and service requests. • Fulfilling customer requests in a timely manner to meet Service Level Agreements (SLAs). • Researching customer requests to ensure accurate information and resolutions are provided. • Escalating customer requests that cannot be handled at the Service Center to the appropriate support team. • Using customer service skills to clarify customer issues and requests to ensure proper resolution or escalation. • Creating, updating, and retiring service center knowledge documentation. • Attend and participate in team meetings to surface and discuss process improvements and service offering changes.

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