Lead Service Desk Engineer
This position plays a critical role as technology owners within the Department of Digital Information Infrastructure and Engineering team and the position is a responsible leader of IT Service Management (ITSM) for the Department of Digital Innovation. This position will maintain the service desk ensuring data accuracy, utilization, reporting and ensure that the incidents and requests are handled in a timely and efficient manner. The Lead Service Desk Engineer will work with internal and external teams to develop appropriate ITSM processes and provide direction as needed to ensure the appropriate documentation is created in the incidents and delegate incidents to support staff as needed to ensure the most efficient use of resources. The Lead Service Desk Engineer will also serve as an escalation point for in-field issues and this position is expected to work with all other DDI teams to resolve issues and work with other members of the Service Desk team to manage the enterprise IT knowledge base.
The following information is intended to describe the overall nature and scope of the work being performed in relation to the position. This is not a comprehensive listing of all responsibilities or tasks; other work may be assigned when deemed appropriate:
• Promotes a team first environment and be able to communicate effectively with all levels of technology experience.
• Manages projects and reports status updates to senior leadership on a regular basis.
• Resolves issues by applying outstanding communication, analytical, technical, critical thinking, and creative problem-solving skills to ensure all systems operate effectively and efficiently to maximize education opportunities for students.
• Ensures the ITSM system is used appropriately by staff and customers, and updates incidents regularly with sufficient details and escalated when appropriate.
• Provides support to in-field staff and takes ownership of the escalated incidents to resolve customer inquiries and complaints, provides status updates and ensure appropriate closure within the DDI support framework.
• Develops new processes to ensure efficient support of all core infrastructure systems and work to continuously improve existing processes.
• Alerts management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem or major incident.
• Monitors incidents and notify appropriate support staff of any priority or mission critical issues and direct the priority to address these issues, as well as follow escalation procedures a needed to involve others as needed.
• Responsible for managing the enterprise IT knowledge base, working with other teams to create articles.
• Responsible for working with the Service Desk team to maintain Service Catalog and designing appropriate workflows for service requests
• Supports the service desk call center along with service desk staff to ensure maximum coverage and timely response to incidents.
• Mentors and provides workload direction for Technology Support Center technicians.
• Bachelors' degree in technology field and experience servicing computer systems and networks
• Five years' experience with developing and maintaining core infrastructure systems and processes
• Ability to align core infrastructure projects and initiatives with division mission and goals
• Ability to conduct research into new technologies and determine fit for division
• Ability to train staff in the operation of computer networks
• Strong customer service, organization, and communications skills
• Strong experience with IT Service Management
• Strong knowledge of ITIL process areas
While performing the duties of this job, the employee is regularly talking, expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly. The employee must possess normal cognitive abilities including the ability to learn, recall and apply certain practices and policies. Frequently sitting and/or remaining in a stationary position for long periods of time. Exerting up to 25 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.