GLO - IT Service Desk Lead (Program Management Specialist II)

The Texas General Land Office is seeking an IT Service Desk Lead (Program Management Specialist II) within the Information Technology Services Department of the agency.

The IT Service Desk Lead performs complex (journey-level) information technology service coordination and support work for the Information Technology Services (ITS) department of the Texas General Land Office. Work involves coordinating day-to-day Service Desk operations, supporting scheduling and workload alignment, monitoring service activity, and assisting with delivery of consistent, timely customer support across a multi-tiered help desk environment. Responsibilities include analyzing service desk trends, supporting escalation management, contributing to asset management accuracy, and providing advanced technical assistance for complex issues as needed.

Work involves serving as an experienced service coordination resource within the Service Desk, working closely with the Service Delivery Manager to support operational oversight, service performance monitoring, and continuous improvement efforts. This role guides onboarding, cross-training, and knowledge sharing within the team, contributes to documentation and knowledge base resources, and supports consistent application of service standards and procedures. The position applies strong operational awareness and technical judgment to assist others in performing work of greater complexity and to support effective service delivery without exercising formal supervisory authority.

Works under general supervision, with moderate latitude for the use of initiative and independent judgment in coordinating service desk activities, supporting operational decisions, and assisting with resolution of complex or escalated issues. May routinely guide and support the work of others but does not have formal supervisory responsibility, The IT Service Desk Lead plays an important role in supporting the daily operations and overall effectiveness of the IT Service Desk across the agency. This includes coordinating support activities, managing ticket flow, and working with team members to ensure incidents and service requests are resolved in a timely manner and aligned with service expectations. The position supports structured service management practices by monitoring performance, maintaining documentation, and facilitating communication between users and technical teams.

This role contributes to consistent and high-quality IT support by guiding workload distribution, supporting escalation processes, and helping identify trends or recurring issues. The IT Service Desk Lead works closely with the Service Delivery Manager, IT staff, and agency users to support reporting, continuous improvement efforts, and day-to-day service desk operations, helping ensure reliable and responsive support services.

Operating as a collaborative team lead, the IT Service Desk Lead promotes accountability, knowledge sharing, and customer-focused service delivery. The individual in this role demonstrates strong problem-solving skills, attention to detail, and clear communication to support efficient operations and a positive end-user experience.

Our Mission: The Texas General Land Office primarily serves the schoolchildren, veterans, and the environment of Texas. The agency does so by preserving our history, maximizing state revenue through innovative administration, and through the prudent stewardship of state lands and natural resources.

What Your Contributions to the GLO Will be:

• Service Desk Operations Coordination

Coordinates and executes day-to-day activities of the IT Service Desk to ensure timely resolution of incidents and service requests.

• Performance Monitoring & Service Improvement

Works closely with the Service Delivery Manager in monitoring and analyzing service desk tickets, response times, inventory accuracy, and performance metrics to understand trends, assess risks, and develop improvement plans for the agency and all within.

• Advanced Technical Support & Customer Collaboration

Collaborates with customers, providing end-to-end technical analysis and solutions, with an emphasis on complex issues. This may include, but is not limited to: technical assistance, device support, account and rights administration, and usage training for computer, network, and/or software systems.

• Team Training, Onboarding & Knowledge Management

Guides onboarding, cross-training, and knowledge sharing within the Service Desk team. Contributes to maintaining knowledge base articles and internal reference materials to support staff effectiveness.

• Workload Management & Escalation Oversight

Guides team workload balancing, ticket prioritization, and escalation monitoring, while maintaining high customer satisfaction levels and sharing outstanding issues as appropriate to the Service Delivery Manager.

• IT Asset Management & Inventory Control

Positively contributes to the management of a responsible and accurate agency-wide asset management ecosystem through regular inventory audits on personal, departmental, and agency level inventory., * Coordinating daily Service Desk operations, including ticket assignment, workload balancing, and escalation management.

• Providing advanced technical troubleshooting and support for complex user issues.
• Analyzing service desk data and metrics to identify trends and support continuous improvement efforts.
• Using ITSM and productivity tools (e.g., ServiceNow, Ivanti, Microsoft 365, etc.) for ticket management, documentation, and communication.
• Developing and maintaining knowledge base articles, documentation, and training materials.
• Communicating clearly and professionally with technical and non-technical users across the organization.

Ability to:

• Lead and support Service Desk staff while promoting accountability, collaboration, and high-quality customer service.
• Manage multiple priorities in a fast-paced environment while maintaining attention to detail and meeting deadlines.
• Identify, troubleshoot, and resolve complex technical issues or escalate them appropriately.
• Monitor service performance and implement improvements to enhance efficiency and user satisfaction.
• Build effective working relationships with customers, team members, and stakeholders across the organization.
• Support onboarding, training, and knowledge sharing to strengthen team capabilities and consistency., * In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
• A position utilizing this classification will be designated as security sensitive according to the Texas Labor Code, Section 301.042.
• Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa.

Do you have experience in Team management?, Do you have a Bachelor’s degree?, * Graduation from an accredited four-year college or university with major coursework in information technology, computer science, business, or a related field., * Experience leading or coordinating Service Desk or IT support teams in a fast-paced environment.

• Experience using IT Service Management (ITSM) tools (e.g., ServiceNow, Ivanti, or similar) to manage incidents, service requests, and performance metrics.
• Experience monitoring and analyzing service desk performance, including ticket trends, response times, and customer satisfaction metrics.
• Experience supporting end-user environments, including hardware, software, account management, and basic network troubleshooting.
• Experience contributing to knowledge base development, process improvement initiatives, or service delivery enhancements.
• Relevant certifications such as ITIL Foundation, CompTIA A+, Network+, ServiceNow certifications, or similar are preferred.

Knowledge, Skills and Abilities:

Knowledge of:

• IT Service Management (ITSM) principles, including incident, request, problem, and change management processes.
• Service Desk operations, including ticket lifecycle management, escalation procedures, and workload prioritization.
• End-user support environments, including desktop systems, mobile devices, enterprise applications, and account administration.
• Performance monitoring concepts, including service level agreements (SLAs), key performance indicators (KPIs), and reporting.
• IT asset management practices, including inventory tracking, auditing, and lifecycle management.
• General understanding of IT security practices, access controls, and compliance requirements in a business or public-sector environment., This position requires the employee to primarily perform sedentary office work; however, mobility (moving around the worksite) is routinely required to carry out some duties. This position requires extensive computer, telephone and client/ customer contact and communication. It requires the ability to move and position oneself as needed for filing and similar routine office duties. The job also requires normal cognitive abilities requiring the ability to learn, recall, and apply certain practices and policies. It requires the stamina to maintain attention to detail despite interruptions. Ability to read printed materials and computer screens. The individual must be able to move and transport records, documents, boxes, and all related information and materials, weighing up to 20 pounds when required., Use your military skills to qualify for this position or other jobs! Go to www.texasskillstowork.com to translate your military work experience and training courses into civilian job terms, qualifications and skill sets. Also, you can compare this position to military occupations (MOS) at the Texas State Auditor’s Office by pasting this link into your browser

Pulled from the full job description

• 401(k)
• Health insurance
• Vision insurance
• Dental insurance
• Life insurance
• Employee assistance program
• Free parking, * Free Parking
• Defined Retirement Benefit Plan Optional 401(k) and 457 accounts
• Medical Insurance - State pays 100% of the health plan premium for eligible full-time employees and 50% of the premium for their eligible dependents. The State pays 50% of the eligible part-time employees’ premium and 25% for eligible dependents.
• Optional Benefits such as dental, vision, and life insurance.
• Minimum of 96+ Hours of Annual Leave a year **Annual leave increases with length of service.
• Professional Development Opportunities: The GLO offers numerous courses to help our employees grow using resources through LinkedIn Learning and our EAP provider.