Service Desk Staff Support Lead

Service Desk Staff Support Lead

Service Desk Staff Support Lead leads day-to-day ticket system governance and knowledge management, ensuring service desk technicians have accurate, current, and actionable information to resolve issues efficiently. This role bridges readiness documentation with operational execution.

Key Responsibilities

• Own and govern the ticketing system configuration, workflows, and categorization standards.
• Translate readiness and implementation documentation into knowledge articles, resolution steps, and ticket templates.
• Maintain and continuously improve the service desk knowledge base.
• Lead service desk technicians in the consistent use of documented processes and tools.
• Serve as an escalation point for complex or unresolved tickets.
• Analyze ticket trends to identify ineffective solutions, recurring issues, or process breakdowns.
• Partner with the Readiness & Change Integration Lead to address gaps discovered post-go-live.
• Ensure knowledge and ticket system updates occur in alignment with system changes and district initiatives.
• Support continuous improvement efforts through reporting, metrics, and root cause analysis.
• Receives and Supports Incoming Service Calls

Key Skills & Qualifications

• Strong experience with ITSM platforms and knowledge management
• Analytical mindset with attention to operational details
• Ability to coach and guide service desk technicians
• Experience with incident, request, and problem management processes

Education & Experience

• Minimum of 3–5 years of experience in Service Desk operations, IT support administration, knowledge management, or IT service management.
• Experience administering or supporting enterprise ticketing and knowledge management platforms required.
• Prior experience in K–12 education, government, or large enterprise support environments is highly desirable.

Technical Requirements

• Strong working knowledge of IT Service Management (ITSM) frameworks.
• Hands-on experience with ticketing systems such as ServiceNow, Freshservice, Jira Service Management, IIQ, or equivalent platforms.
• Experience developing and maintaining knowledge bases, support documentation, standard operating procedures, and troubleshooting guides.
• Understanding of incident, request, change, and problem management processes.
• Ability to analyze service desk metrics, reporting trends, and operational performance data.
• Proficiency with Microsoft Office Suite, SharePoint, and collaboration tools such as Microsoft Teams.

Core Competencies

• Strong leadership and coaching skills with the ability to guide and support service desk technicians.
• Excellent written and verbal communication skills with the ability to simplify technical concepts for end users and support staff.
• Strong analytical and organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities while maintaining operational accuracy and consistency.
• Demonstrated problem-solving and critical-thinking capabilities.
• Customer service-oriented mindset focused on operational excellence and continuous improvement.
• Ability to work collaboratively across technical and non-technical teams.

Operational Expectations

• Expected to maintain accurate and current knowledge documentation aligned with district systems, initiatives, and process changes.
• Ability to identify operational inefficiencies and recommend corrective actions or process improvements.
• Must ensure ticket categorization, workflows, and resolution standards remain consistent across the Service Desk.
• Ability to serve as a functional escalation resource for technicians and support teams.