Service Desk Coordinator

Shive Hattery Group•West Des Moines, IA

About The Position

The Service Desk Coordinator works on Shive-Hattery’s Technology Team, coordinating day-to-day service desk activities while remaining actively involved in frontline support. The role oversees ticket intake, assignment, and prioritization; helps ensure timely resolution within service level expectations; and serves as the first escalation point for complex or unresolved issues. The coordinator also supports consistent service desk processes through coaching, performance feedback, workload and resolution-quality monitoring, onboarding, and knowledge-base development. The position reports to the IT Service and Support Manager. The role requires at least three years of experience in IT support or a similar end-user technology position, along with broad troubleshooting, Microsoft 365 support, IT service management, communication, documentation, and coordination skills. Preferred experience includes senior service desk or technical lead duties, enterprise endpoint and identity technologies, ITSM platforms, and support in professional services or similarly complex environments. 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 sitting, standing, and working at a computer; lifting objects up to 50 pounds may be required, as may wearing PPE and navigating active construction sites. A full clean driver’s license is required. Candidates must have 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 other 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 through to resolution.
Strong understanding of IT service management practices, including incident management, service requests, escalation, prioritization, documentation, and ticket lifecycle management.
Ability to coordinate daily service desk activities, monitor workload and priorities, and give urgent or high-impact issues appropriate attention.
Strong written and verbal communication skills, including the ability to explain technical concepts clearly to employees with varying levels of technical experience.
Customer-focused mindset, sound judgment, patience, professionalism, and ability to remain effective during high-volume or high-pressure situations.
Strong documentation habits and commitment to maintaining useful knowledge articles, troubleshooting procedures, and repeatable support processes.
Ability to identify recurring problems and improvement opportunities and collaborate with other Technology teams.
Strong organizational skills, personal accountability, and ability to balance individual support responsibilities 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 other IT support professionals.
Hands-on experience with 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.
Serve as the first escalation point for complex or unresolved service desk issues.
Provide coaching and performance feedback, and promote 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 knowledge-base development for the service desk team.
Take ownership of complex or escalated support issues, coordinate with other technology teams when needed, and drive issues through to resolution.
Help coordinate daily service desk workload and priorities so urgent or high-impact issues receive appropriate attention.
Document useful knowledge articles, troubleshooting procedures, and repeatable support processes.
Work with other Technology teams to address recurring problems and improve the employee support experience.