Service Desk Staff Support Lead

• Leads day-to-day ticket system governance and knowledge management, ensuring service desk technicians have accurate, current, and actionable information to resolve issues efficiently. This role bridges readiness documentation with operational execution., * Own and govern the ticketing system configuration, workflows, and categorization standards.
• Translate readiness and implementation documentation into knowledge articles, resolution steps, and ticket templates.
• Maintain and continuously improve the service desk knowledge base.
• Lead service desk technicians in the consistent use of documented processes and tools.
• Serve as an escalation point for complex or unresolved tickets.
• Analyze ticket trends to identify ineffective solutions, recurring issues, or process breakdowns.
• Partner with the Readiness & Change Integration Lead to address gaps discovered post-go-live.
• Ensure knowledge and ticket system updates occur in alignment with system changes and district initiatives.
• Support continuous improvement efforts through reporting, metrics, and root cause analysis.
• Receives and Supports Incoming Service Calls

Do you have experience in Video conferencing systems operation?, * Strong experience with ITSM platforms and knowledge management

• Analytical mindset with attention to operational details
• Ability to coach and guide service desk technicians
• Experience with incident, request, and problem management processes

Education & Experience

• Minimum of 3-5 years of experience in Service Desk operations, IT support administration, knowledge management, or IT service management.
• Experience administering or supporting enterprise ticketing and knowledge management platforms required.
• Prior experience in K-12 education, government, or large enterprise support environments is highly desirable.

Technical Requirements

• Strong working knowledge of IT Service Management (ITSM) frameworks..
• Hands-on experience with ticketing systems such as ServiceNow, Freshservice, Jira Service Management, IIQ, or equivalent platforms.
• Experience developing and maintaining knowledge bases, support documentation, standard operating procedures, and troubleshooting guides.
• Understanding of incident, request, change, and problem management processes.
• Ability to analyze service desk metrics, reporting trends, and operational performance data.
• Proficiency with Microsoft Office Suite, SharePoint, and collaboration tools such as Microsoft Teams., * Strong leadership and coaching skills with the ability to guide and support service desk technicians.
• Excellent written and verbal communication skills with the ability to simplify technical concepts for end users and support staff.
• Strong analytical and organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities while maintaining operational accuracy and consistency.
• Demonstrated problem-solving and critical-thinking capabilities.
• Customer service-oriented mindset focused on operational excellence and continuous improvement.
• Ability to work collaboratively across technical and non-technical teams.

Operational Expectations

• Expected to maintain accurate and current knowledge documentation aligned with district systems, initiatives, and process changes.
• Ability to identify operational inefficiencies and recommend corrective actions or process improvements.
• Must ensure ticket categorization, workflows, and resolution standards remain consistent across the Service Desk.
• Ability to serve as a functional escalation resource for technicians and support teams.