> Markdown version of [/jobs/ext/214351-service-desk-staff-support-lead](https://www.wearedevelopers.com/jobs/ext/214351-service-desk-staff-support-lead). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Staff Support Lead - **Company:** Infoorigin inc - - **Location:** United States (Remote available) - **Experience:** Expert - **Salary:** $52,000.0 - $62,400.0 - **Contract:** Permanent contract - **Skills:** JIRA, Collaborative Software, Issue Tracking Systems, Knowledge Management, Microsoft Office, Microsoft SharePoint, Servicenow - **Published:** May 30, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=23c7f9e2de94007e ## About the Role 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. ## Description * 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 ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Designing UX for SRE Agents in High-Stakes Incidents](https://www.wearedevelopers.com/videos/100003-designing-ux-for-sre-agents-in-high-stakes-incidents) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)