IT Service Desk Lead

The IT Service Desk Lead plays a key role in enhancing the effectiveness, efficiency, and adaptability of the IT Service Desk. This position combines operational support, knowledge management, and continuous improvement responsibilities, with a focus on leveraging automation and AI-driven solutions. This role serves as a primary resource for Service Desk staff, provides coverage during high-demand periods., Analyze workflows and implement process improvements, automation, and AI-enabled solutions to improve service efficiency, productivity, and customer e

• perience.
• Develop, maintain, and improve knowledge management resources, including documentation, standard operating procedures, and knowledge base content to support consistent, efficient service delivery. Provide advanced technical support and operational guidance to maintain service levels, including assisting during peak periods and staffing gaps, resolving comple
• and high-impact issues, serving as a technical resource to team members, supporting onboarding and training efforts, and promoting adherence to established processes, documentation standards, and best practices.
• Perform other duties as assigned.

3-5+ years of e

• perience in an IT Service Desk or technical support environment
• Strong understanding of IT service management principles (e.g., incident, request, and problem management) E
• perience creating and maintaining technical documentation and knowledge bases
• Demonstrated ability to analyze processes and implement improvements E
• cellent communication and interpersonal skills

Preferred:

• Bachelor’s degree in Computer Science, Computer Information Systems, or other technology-related field E
• perience with ITSM tools (e.g., ServiceNow, Jira Service Management, Freshservice, etc.) Prior e
• perience in a lead or senior support role
• ITIL Foundation or similar certification

Pulled from the full job description

• Health insurance
• Retirement plan
• Vision insurance
• Dental insurance
• Life insurance
• Employee assistance program, Boulder Valley School District is proud to offer eligible employees ecellent benefits which may include:
• Free high-quality Health and Dental Coverage
• Vision Coverage
• Supplemental Life Insurance
• Employee Assistance Program
• Personalized Benefits
• Identity Theft Protection Fle
• ible Spending Plans
• Retirement Savings Plans
• EcoPass

Boulder Valley School District is committed to create challenging, meaningful, and engaging learning opportunities so that all children thrive and are prepared for successful, civically engaged lives. Our comprehensive and innovative approach to education ensures that each student meets epectations relative to intellectual growth, physical development and social emotional well-being. The district covers approimately 500 square miles and serves the communities of Boulder, Erie, Louisville, Lafayette, Superior, Broomfield, Nederland, Ward, Jamestown and Gold Hill. Website: BVSD.