Service Desk Lead

JOB SUMMARY

The Service Desk (SD) Lead is the bridge between the end user experience, Service Desk technicians, and IT management. SD Lead Ensures daily operations run smoothly and technical issues are addressed properly with the goal of resolving within the department Service Level Agreements (SLAs), ensuring the Service Desk team remains effective and productive.

The lead is a vital role to help maintain efficiency and productivity across the organization and its IT needs including permanent and proactive problem resolution and ensuring the Service Desk awareness and high standards for end user experience is met.

QUALIFICATIONS

Education and Experience:

High school diploma or GED and 5 years' experience in IT support with increasing responsibility, ideally with at least 2 years in an analyst/senior technician or similar role as determined by the supervisor. Understanding of enterprise technologies including but not limited to Microsoft 365, Active Directory, group policy & server management and IT tools. Working knowledge of network topology and troubleshooting, end user hardware, license management and MDM practices. Ability to create clear, concise documentation and training materials for varying audiences.

Special Requirements:

• Current CompTIA A+ (minimum 3 years) or HDI-SCA (minimum 4 years) or equivalent as determined by the supervisor. HDI-SCTL preferred.
• Ability to manage varying personalities and skillsets in a high-stress environment. Motivate a team to produce results with a focus on user satisfaction and effectiveness.
• A valid class "C" Texas driver's license or higher is required.

Knowledge, Skills and Abilities:

• Incident Management: Monitor the ticket queue to ensure incidents and service requests are reviewed and resolved within SLA targets and department standards. Ensure urgent issues from departments are addressed in a timely manner.
• Workload Balancing & Resource Coordination: Assign tickets based on current volume and technician skill sets to prevent bottlenecks, stepping in and supplementing staff efforts as needed. Make sure technicians assigned to projects, moves and events are prepared and complete testing, checks and setup as requested.
• Reporting & Analytics: Review technician activity report or dashboard stats and ensure customer/end users have a satisfied and timely experience.
• Documentation and Process Improvement: Assist with development and maintenance of documentation including SOPs, knowledge base articles, and user self-service guides. Identify opportunities to improve operations and workflows for better efficiency and enhanced quality.
• Quality Assurance: Conduct daily ticket spot checks to ensure proper troubleshooting and documentation with particular focus on escalations and problems.
• Asset Management: Coordinate the lifecycle of IT hardware and software, including inventory audits, equipment upgrades, and decommissioning.
• Technical Skill-Building: Identify gaps in the team's knowledge (e.g., new cloud software or cybersecurity protocols) and notify management of trends affecting support capabilities and efficiency.
• New Hires & Interns: Review and track progress of Service Desk new hires and interns through the initial 30, 90, 12 and 180 steps and confirm competencies.

PHYSICAL DEMANDS

The work is medium and requires the ability to exert up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Additionally, the following physical abilities are required: balancing, climbing, crawling, crouching, feeling, fingering, grasping, handling, hearing, kneeling, lifting, mental acuity, pulling, pushing, reaching, repetitive motions, speaking, standing, stooping, visual acuity, and walking.

BENEFITS

The City of Conroe offers great benefits such as medical, dental, vision and life insurance, retirement plan, employee assistance program, paid time off and free membership at the City's pool and recreation center facilities. Starting salary for this position is $75,344 annually.

The City of Conroe is an Equal Opportunity Employer

Must pass background check and pre-employment substance abuse screening as a condition of employment. A motor vehicle record check and job-related doctor's physical exam may also be required. Must pass FBI Criminal Justice Information System (CJIS) fingerprint-based criminal background check and maintain CJIS eligibility.