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# IT Service Desk Lead

- **Company:** Boulder Valley School District
- **Location:** Boulder, CO, United States
- **Experience:** Expert
- **Salary:** $72,087.0 - $108,131.0
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, JIRA, Software Documentation, Knowledge Management, Information Technology, Servicenow
- **Published:** July 23, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=f4f4acf0573e7ae5

## About the Role

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

## Description

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.


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