Senior IT Service Desk Specialist

Corus International • Washington, DC

10d • $62,000 - $99,000 • Hybrid

About The Position

The Senior IT Service Desk Specialist reports to the Service Desk Manager and is responsible for the day-to-day coordination of the Service Desk, supporting both Tier 1 and Tier 2 operations. This role ensures the delivery of reliable and customer-focused support across the organization by managing shift coverage, balancing ticket ques, and guiding service desk staff in alignment with established procedures and service standards.

Requirements

• Bachelor's degree and three years relevant IT experience; or the equivalent combination of education and/or experience.
• Experience in queue management, major incident communications, and stakeholder handling.
• Strong knowledge of ITIL practices including Incident, Request, Problem, Change, Knowledge, Serve Catalog management).
• Proficiency with standard office tools and ITSM infrastructure software.
• Proficiency with service management tools (Freshservice, M365/Teams/SharePoint, Azure AD/Entra ID), endpoint management (Intune), and remote support tools.
• Clear written and verbal communication skills with the ability to convey complex information clearly and effectively to both technical and non-technical audiences.
• Ability to coach and influence others.
• Ability to troubleshoot and resolve technical issues calmly and effectively.
• Quick learner with strong retention of new information.
• Skilled in managing multiple tasks and shifting priorities in a fast-paced environment.
• Ability to work on call during evenings and weekends as needed.

Nice To Haves

• Experience working in a global NGO environment preferred.
• Scripting/automation basics (Power Automate, PowerShell) a plus.

Responsibilities

• Administer the day-to-day service desk tool (Freshservice), ensuring accurate categorization, CI/Asset updates, and effective use of automations (forms, workflows).
• Run daily huddles, assign work during shifts, balance channels (phone, chat, portal, email), monitor SLA/OLA adherence, and escalate risks to the Service Desk Manager.
• Manage incident triage, prioritization, and escalation; coordinate with Tier 2/3 staff and vendors; and support user communications for P1/P2 playbooks.
• Perform QA checks (ticket hygiene, first contact resolution, communications quality), maintain and improve knowledge base and service catalog entries; and promote shift-left strategy.
• Capture known errors and workarounds, contribute to problem reviews, and execute standard change tasks for end-user services in accordance with established policies and procedures.
• Produce daily and weekly operational snapshots (volumes, SLA, backlog, repeat contacts) and propose improvements.
• Actively resolve Tier 1, Tier 2, and Tier 3 tickets, escalating as needed to stabilize services, address coverage gaps, and support VIP or major incident workstreams.

Benefits

• three medical plan options with comprehensive prescription drug coverage
• low-cost dental coverage with 100% paid vision insurance
• generous retirement plan
• PTO to include vacation, sick, holiday, parental, jury, international travel, and bereavement leave
• employer-sponsored basic life/AD&D insurance
• employee wellness incentives
• employee work/life balance and assistance programs

What This Job Offers

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