Lead, IT Service Desk

Delta Utilities Services • New Orleans, LA

2d

About The Position

The IT Service Desk Lead is responsible for establishing and leading daily service desk operations as Delta Utilities modernizes its internal IT support model. This role supports the transition to an in-house service desk and helps implement a modern support framework leveraging AI, automation, and IT service management best practices. The position provides hands-on technical support while overseeing ticket intake and routing, mentoring service desk analysts, maintaining the knowledge base, and coordinating escalations with Tier 2 and infrastructure teams. The Service Desk Lead also supports the development of knowledge-driven service delivery, automation initiatives, and continuous improvement efforts to enhance service quality, reduce resolution times, and deliver reliable IT support across the organization.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field. Equivalent education and relevant experience may be considered in lieu of a degree.
• 5+ years of experience in IT helpdesk or service desk operations, including 2+ years’ experience in a leadership capacity, supporting enterprise IT environments.
• Demonstrated experience working in an ITSM or ticketing environment (ServiceNow or similar), with responsibility for ticket prioritization, escalation, documentation, and service coordination.
• Experience working in an ITSM/ticketing system environment (ServiceNow or similar)
• Strong understanding of service desk operations and Tier 1 support processes
• Experience with ticket triage, routing, and escalation workflows
• Demonstrated ability to lead and mentor support staff
• Excellent customer service and communication skills
• Strong documentation and knowledge management capabilities
• Ability to prioritize multiple requests in a fast-paced support environment
• Ability to explain technical issues to non-technical users
• Strong problem-solving and decision-making skills

Nice To Haves

• Familiarity with ServiceNow or a comparable ITSM/ticketing platform
• Working knowledge of ITIL practices (Incident, Request, Change, Knowledge Management)
• Experience supporting operationally critical or regulated environments
• Experience supporting shift-based or extended-hours operations
• ITIL Foundation certification or willingness to obtain

Responsibilities

• Serve as the primary point of contact for inbound IT support requests, including phone, chat, and ticket submissions.
• Provide Tier 1 support for hardware, software, access, and connectivity issues.
• Ensure requests and incidents are accurately logged, categorized, prioritized, and documented in the ITSM system.
• Route and triage tickets to the appropriate IT teams or Tier 2 support resources.
• Act as the first escalation point for complex or high-impact user issues.
• Build, mentor, and lead a team of Service Desk Analysts responsible for front-line user support.
• Provide day-to-day leadership, coaching, and performance guidance to service desk personnel.
• Assist with recruiting, onboarding, and training new service desk staff as the in-house team expands.
• Foster a culture focused on service excellence, accountability, and continuous learning.
• Monitor and manage ticket queues to ensure timely resolution and adherence to service level expectations.
• Coordinate escalation of Tier 2 or specialized issues to local IT support representatives or technical teams.
• Communicate with users regarding ticket status, incident updates, and service disruptions.
• Support major incident response by coordinating communication and service restoration activities.
• Own and maintain the IT Service Desk knowledge base.
• Create, update, and publish knowledge articles, troubleshooting guides, and support procedures.
• Identify opportunities to improve support workflows through automation and AI-enabled support tools.
• Partner with IT leadership to implement knowledge-driven service and automated request fulfillment where possible.
• Monitor service desk trends and recurring issues to identify opportunities for process improvement.
• Recommend automation, documentation, or workflow improvements that enhance service delivery and reduce repeat incidents.
• Support adoption of ITIL-aligned practices including incident, request, and knowledge management.
• Maintain accurate service documentation and reporting related to service desk performance.
• Support shift-based or extended-hours coverage when operational needs require.
• Perform other related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level