Lead Service Desk Operations
Manage daily Service Desk operations, ensuring incidents and service requests are handled from intake through closure
Establish and enforce best practices for ticket quality, categorization, prioritization, documentation, and resolution
Ensure a consistent, customer-first experience with clear communication and strong follow-through
Build a Tier Zero / Self-Service Experience
Design and expand self-service capabilities, including a knowledge base, FAQs, step-by-step guides, and video tutorials
Improve and maintain a searchable, easy-to-use, continuously updated knowledge repository
Partner with internal stakeholders to enhance portals, virtual agents, and automation features to increase self-service adoption and reduce repeat issues
Drive Automation and AI-Enabled Support
Implement automation-first approaches to improve resolution speed and consistency
Leverage AI-enabled capabilities such as proactive issue detection, intelligent routing, trend analysis, and automated troubleshooting to strengthen service outcomes
Escalation Management and Performance Oversight
Own the escalation process, ensuring high-impact issues are quickly routed, resolved, and communicated with appropriate visibility
Track and analyze trends, recurring issues, and drivers of escalation to reduce future incidents
Provide performance reports and dashboards that highlight service metrics, risk areas, and opportunities for improvement
Lead or support recurring operational reviews/governance forums focused on service performance and continuous improvement
Support Events and Executive Needs (as required)
Coordinate or provide end-to-end IT and AV support for meetings and events, including setup, testing, and troubleshooting
Ensure adequate staffing coverage and resource planning for high-priority needs

Requirements

10+ years ITSM/Service Desk; AND 5+ years’ experience managing support teams
Proven success in operating an enterprise service desk with strong customer satisfaction and performance outcomes
Strong working knowledge of ITSM practices (incident, request, problem management) and escalation management
Demonstrated experience building and governing knowledge bases and self-service support experiences
Experience using analytics and reporting to drive continuous improvement
Bachelor's degree in IT, Computer Science, Information Systems, Cybersecurity, or related field (or equivalent relevant experience)
ITIL Managing Professional certification
U.S. Citizenship required
Ability to obtain and maintain a Public Trust background investigation

Benefits

Medical, dental, and vision insurance
401(k)
Generous PTO
Company-paid life and disability insurance
Flexible Spending Accounts (FSA)
Employee Assistance Program (EAP)
Tuition Assistance & Professional Development Program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ITSMincident managementrequest managementproblem managementescalation managementanalyticsreportingknowledge base managementself-service supportautomation

Soft Skills

customer satisfactioncommunicationleadershipproblem-solvingcollaborationperformance oversightcontinuous improvementresource planningstakeholder managementevent coordination

Certifications

ITIL Managing Professional