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# IT Service Desk Lead

- **Company:** Bowie State University
- **Location:** Bowie, MD, United States
- **Experience:** Expert
- **Salary:** $50,000.0 - $60,000.0
- **Contract:** Permanent contract
- **Skills:** Cyber Security, Computer Literacy, Microsoft Office, Windows Remote Assistance, Blackboard
- **Published:** August 4, 2026
- **Apply:** https://jobs.chronicle.com/apply/37828588/it-service-desk-lead?LinkSource=JobDetails

## About the Role

* High School Diploma or GED required.
 * Associate's degree in an IT-related field preferred.
 * A+, HDI, ITIL certifications preferred.

Experience

At least three (3) years of experience in a help desk environment is required. Experience supporting a large Enterprise environment preferred.

Knowledge Skills and Abilities

 * Committed to continual improvement processes and capturing lessons learned.
 * Ability to foster a culture that values transparency and accountability.
 * Excellent communicator and can motivate and inspire team members.
 * Computer literacy in various applications, including Office 365, Teams, Zoom, Blackboard, etc.
 * Ability to identify, troubleshoot, and resolve hardware and software problems.
 * Ability to adapt and prioritize work independently in a dynamic environment.
 * Must be able to instruct, direct, guise, and share information with technical and non-technical personnel.
 * Should be able to identify symptoms for process improvement.
 * Ability to work independently with minimal guidance and supervision., 1. * Do you have a high school diploma or GED?
 + Yes
 + No
 2. * Do you have a minimum of two (2) years of experience in information security or a related field?

## Description

* Monitor, prioritize, and assign tickets to team members to achieve the most efficient outcome.
 * Reviews and manages the ticketing process to ensure agents follow ticket and troubleshooting standards.
 * Document resolution activities, including tasks such as end-user communications, interactions with end-users, and ticket closure.
 * Assist the team in achieving SLAs through proper ticket interactions and problem prioritization.
 * Provide support to the service desk team and customers.
 * Support operations using ITIL best practices.
 * Participate in team meetings.
 * Create support documentation, contribute to knowledgebase articles, and support continual process improvement.
 * Act as the service desk team's first line of support for technical and process issues out of scope for Tier I agents.
 * Trains and educates the technical support staff on products and processes.
 * Promote and maintain positive customer relations.
 * Review and assess team and individual performance and provides recommendations and feedback for improvement.
 * Provides onboarding support for new hires and routine team training.
 * Reports possible outages to management.
 * Provide feedback to streamline Standard Operation procedures.
 * Support in-office walk-ups and remote assistance while providing quality customer service.
 * Other duties as assigned., 3. * Do you have A+, Net+ or ITIL v3 Foundations certifications?
 + Yes
 + No

Applicant Documents
Required Documents

 1. Resume
 2. Cover Letter/Letter of Application

Optional Documents

 1. Letter of Reference 1
 2. Letter of Reference 2
 3. Letter of Reference 3


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