Lead Service Desk Specialist

Position Title: Lead Service Desk Specialist
Department: Information Technology (INT)
Division: Information Technology (INT)
Employee Status: Full Time
Type: Support Staff Association (SSA-Union)
Grade: 12
Salary: (24.13-$26.95 hourly)
ICCB Classification: Classified (Clerical)
FLSA: Non-exempt (Hourly)
Issued: July 2025
Revised:
Application Deadline: August 29, 2025
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Reporting Relationships
Reports to: Supervision is received from the Director of Service Delivery.
Supervision Exercised: Provides leadership and direction to Service Desk staff, including full-time employees, student workers, and interns. Acts as the primary escalation point and supports onboarding, training, and performance feedback in collaboration with the Director.

Job Summary:
The Lead Service Desk Specialist is responsible for overseeing the daily operations of the IT Service Desk, ensuring timely, high-quality support for faculty, staff, and students. This role serves as the primary point of escalation for complex issues, mentors Service Desk team members, and collaborates closely with IT leadership and support teams. The position also contributes to continuous service improvement, end-user experience enhancements, and IT project implementations.

Essential Duties and Responsibilities include the following. Additional related duties may be assigned.

• Coordinates and oversees daily Service Desk operations, ensuring balanced workload distribution, proper ticket documentation, and timely resolution of user issues.
• Provides technical support to users via email, phone, and in-person for a variety of issues across multiple platforms, operating systems, and applications.
• Serves as the first point of escalation for unresolved or advanced technical issues; collaborates with other IT teams for resolution.
• Mentors, trains, and provides technical guidance to Service Desk staff, student workers, and interns; supports onboarding and peer coaching.
• Contributes to and oversees documentation efforts, including the creation and maintenance of procedures and knowledge base articles.
• Utilizes critical thinking and troubleshooting skills to quickly identify and implement solutions to technical problems.
• Collaborates with Desktop Support and Network Engineering teams on software deployments, endpoint management, and imaging processes.
• Supports and coordinates the testing, deployment, and maintenance of new desktop images, applications, patches, and upgrades via SCCM and other tools.
• Monitors and analyzes Service Desk metrics to identify trends, recurring issues, and opportunities for improvement.
• Assists with planning and implementation of technology initiatives and projects, representing the Service Desk in cross-functional meetings.
• Maintains, troubleshoots, and repairs office and classroom technology including computers, mobile devices, peripherals, A/V equipment, and telecom devices.
• Performs and supports account management tasks, both manual and automated, ensuring secure and accurate access.
• Manages workstation lifecycle tasks including placement, replacement, configuration, and peripheral integration.
• Ensures proper inventory tracking, reallocation, and decommissioning procedures are followed for IT assets.
• Follows best practices for cable management and port testing across campus environments.
• Travels to other RVC locations to provide technical support as needed.
• Maintains continuous professional development through training, research, collaboration, and vendor engagement.
• Recommends improvements to services, workflows, or technologies that support institutional goals and enhance end-user experience.

Knowledge, Skills, and Abilities

• Demonstrated leadership ability and team coordination experience.
• Excellent verbal, written, and organizational communication skills, including the ability to interface effectively with executive staff.
• Strong customer service orientation and interpersonal skills; ability to work diplomatically with a diverse population.
• Ability to independently prioritize and manage multiple tasks in a fast-paced, detail-oriented environment.
• Proficiency in analyzing help desk metrics and using data to inform decisions and improvements.
• Commitment to continuous learning and professional growth.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Qualifications

• Associate’s Degree in Information Technology or related technical discipline
• Minimum 3 years of experience in technical support or service desk operations, with at least 1 year in a leadership or mentoring capacity.
• Demonstrated ability to support and coordinate a team in a high-volume technical support environment.
• Experience with the following technologies and areas:
  • Operating systems: Windows, Mac OS
  • Office productivity and academic software:: Microsoft Office Suite, Exchange/Outlook, Adobe products, classroom management software
  • Networked Devices: PC, Macs, mobile devices including iPads, smartroom and audio-visual equipment
  • Other: Active Directory/Group Policy, Project Management, virtual environments, mobile device management, Jira, classroom technology.
• Experience with ITIL, HDI, or similar frameworks and familiarity with service level agreements (SLAs) and performance metrics.
• Experience working in an educational or customer-focused environment is a plus.

Work Environment
While performing the duties of this job, the employee regularly works in an office setting.

Physical Demands
This position requires the ability to perform tasks that include:

• To use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms.
• Lifting and carrying equipment weighing up to 50 pounds.
• Frequent standing, walking, sitting, bending, and/or kneeling for extended periods of time.
• Pushing and pulling carts loaded with technical or A/V equipment.
• Transporting and installing equipment across campus, including navigating stairs, ramps, and varying building access points.
• Working in a variety of environmental conditions, including indoor and outdoor settings, and exposure to all seasonal weather (rain, heat, snow, etc.).
  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.