Lead Specialist - Service Desk

Teacher/Professional – District Office – Technology

Job Number: 0000761149

Start Date:

Open Date: 01/22/2025

Closing Date:

ROLE AND PURPOSE

• Supervise and provide a central point of contact to respond to technology user inquiries concerning both hardware and software related problems. Initiate problem determination procedures and offer appropriate solutions. Manage tickets and calls reflecting request and resolution. Provide data-driven solutions for continuous improvements in our service levels.

QUALIFICATIONS

Education/Certification

• High School diploma or GED (required)
• Bachelor\’s Degree from an accredited institution (preferred)
• Five (5) or more years of relevant work experience in the IT industry (required)
• Management or supervisory experience (preferred)
• A+ certification (preferred)
• Must have ITIL Foundations certification or be willing to obtain certification within 1 year of employment
• HDI Team Lead certification, or equivalent, preferred within 1 year

Experience

• Five (5) years successful experience with customer service and technical support either phone-based or onsite.

SPECIAL KNOWLEDGE AND SKILLS

• Proficient with IT service management platforms
• Superior oral and written communication skills
• Knowledge and understanding of customer service frameworks & best practices
• Detail-oriented while simultaneously multi-tasking
• Experience leading and collaborating with a team of professionals
• Solution-oriented with strong problem-solving skills and outside-the-box thinking
• Knowledge of support department SLA\’s and metrics
• Training and mentoring skills
• Ability to thrive and succeed in a fast-paced work environment
• Excellent listening skills with the ability to demonstrate understanding of the customer\’s needs
• Able to use effective and probing questioning and listening techniques to identify customer needs

MAJOR RESPONSIBILITIES AND DUTIES

Supervisory Duties

• Manage the Service Desk team with regards to attendance, time off and daily timekeeping
• Assign duties and project tasks to team members as required
• Manage the call and ticket queues to maximize efficiency
• Produce and maintain records, reports, call, and ticket metrics
• Collaborate with management to establish department goals and objectives
• Create and maintain documentation knowledge base

Primary Duties

• Promotes and maintains open and effective communication
• Promotes and maintains positive morale among department, district, and campus employees
• Provides outstanding customer service on the phone, in person, and through written communication
• Provides an escalation point for the team when required
• Provide technical support via phone, email, help ticket, remote troubleshooting, and/or in person
• Apply appropriate diagnostic techniques and ask pertinent questions
• Consistently determine the best solution to resolve issues based on the information available
• Successfully execute the problem-solving process with each customer/caller
• Appropriately escalate unresolved issues and/or concerns to the next level of support
• Continually look for ways to improve processes/procedures that result in increased efficiency
• Timely and accurately manage, initiate, and track parts orders with multiple manufacturers
• Support parents, students, and former employees with tech-related issues as deemed appropriate
• Appropriately communicate with outside vendors/contractors when applicable
• Appropriately communicate with school and District administrative staff when applicable
• Consistently follow up with users to ensure a satisfactory resolution was accomplished
• Track and follow up on survey results with Manager/Director
• Engage in appropriate training and professional development related to job duties and responsibilities
• Continuously explore and become familiar with new technologies to support the District and all users
• Perform other duties as may be assigned
• Occasionally work prolonged and/or irregular hours to ensure/restore department and/or district operations

WORKING CONDITIONS

Mental Demands: Ability to communicate effectively (verbal and written); interprets policy, procedures, and data; coordinates district functions; maintains emotional control under stress.

Physical Demands/Environmental Factors: Occasional district-wide and statewide travel; occasional prolonged and irregular hours; frequent/prolonged sitting, standing, stooping, bending, kneeling, pushing and pulling; occasional lifting up to 51 pounds; prolonged use of computer and repetitive hand motions.

Duty Days: 243

Additional Job Information: This position will begin work on 7/1/25.

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