Service Desk Coordinator

Shive Hattery Group, Inc.•Cedar Rapids, IA

3d•Hybrid

About The Position

Shive-Hattery is seeking a Service Desk Coordinator for its Technology Team. The role coordinates day-to-day service desk activities while continuing to provide frontline technical support. It oversees ticket intake, assignment, and prioritization; helps ensure issues meet service-level expectations; and serves as the first escalation point for complex or unresolved issues. The coordinator also supports team consistency through coaching, feedback, onboarding, documentation, and knowledge base development, while identifying recurring problems and recommending improvements. The position reports to the IT Service and Support Manager. The position is primarily performed in an office or hybrid environment and may require travel to project sites, other Shive-Hattery offices, or client meetings. It involves extended periods of sitting, standing, and computer work, and may require lifting objects up to 50 pounds, wearing PPE, and navigating active construction sites. A full clean driver’s license is required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the role. Applicants must have current and ongoing authorization to work in the United States without employer sponsorship.

Requirements

At least 3 years of experience in IT support, service desk, desktop support, or a similar end-user technology role, with demonstrated growth in technical responsibility and problem ownership.
Strong troubleshooting skills across Windows, Microsoft 365, hardware, software, networking, printing, mobile devices, and common workplace technologies.
Experience supporting Microsoft 365 technologies, including Outlook, Teams, OneDrive, SharePoint, and related identity and access issues.
Ability to own complex or escalated support issues, coordinate with other technology teams, and drive issues to resolution.
Strong understanding of IT service management practices, including incident management, service requests, escalation, prioritization, documentation, and ticket lifecycle management.
Ability to help coordinate daily service desk activities, monitor workload and priorities, and direct appropriate attention to urgent or high-impact issues.
Strong written and verbal communication skills, including ability to explain technical concepts clearly to employees with varying technical experience.
Customer-focused approach, good judgment, patience, professionalism, and effectiveness in high-volume or high-pressure situations.
Strong documentation habits and commitment to useful knowledge articles, troubleshooting procedures, and repeatable support processes.
Ability to recognize recurring problems, identify improvement opportunities, and collaborate with Technology teams.
Strong organizational skills, personal accountability, and ability to balance individual support work with team coordination.
Full clean driver’s license.
Current and ongoing authorization to work in the United States without employer sponsorship.

Nice To Haves

Experience as a senior Service Desk technician, technical lead, escalation point, or mentor to IT support professionals.
Hands-on experience with enterprise endpoint and identity technologies such as Microsoft Intune, Microsoft Entra ID, Windows Autopilot, and Microsoft 365 administration.
Experience with an ITSM platform and using ticket trends, service metrics, knowledge management, or process improvement to strengthen service desk operations.
Experience supporting technology in professional services, architecture, engineering, construction, or a similarly complex environment with specialized applications and distributed office locations.

Responsibilities

Coordinate day-to-day service desk activities while contributing to frontline support.
Oversee ticket intake, assignment, and prioritization, and help ensure issues are resolved within service-level expectations.
Act as the first escalation point for complex or unresolved service desk issues and drive them through to resolution.
Coach team members, provide performance feedback, and foster consistent use of support processes and standards.
Monitor team workload and resolution quality, identify recurring issues, and recommend process improvements to the IT Service and Support Manager.
Contribute to onboarding and development of service desk knowledge base materials.
Coordinate with other Technology teams when needed to resolve support issues.
Maintain useful knowledge articles, troubleshooting procedures, documentation, and repeatable support processes.