Service Desk Knowledge Architect
About The Position
As a Service Desk Knowledge Architect, you will be responsible for leading the IT knowledge management strategy while serving as the technical lead for the service desk team. Oversee the creation, maintenance, governance and continual improvement of knowledge articles, support documentation, standard operating procedures, and self-service resources to improve first-call resolution and overall customer experience. You will provide technical leadership and day-to-day guidance to service desk analysts, acting as an escalation point for complex incidents, training and mentoring staff, and driving operational consistency across IT support processes aligned with ITIL best practices.
Requirements
- Bachelor’s degree in Computer Science, Information Technology or a related discipline
- 4+ years of experience in a similar role
- Experienced with managing operational priorities, mentoring staff, handling escalations, and performing administrative tasks simultaneously
- Experience with training new hires with different levels of IT
Responsibilities
- Serve as technical team lead for the service desk by providing advanced troubleshooting support, acting as an escalation point for complex incidents and mentoring analysts on processes, tools and best practices.
- Lead and manage the organization’s knowledge management program, including the creation, review, approval, maintenance, and continuous improvement of knowledge articles and self-service documentation.
- Develop and deliver onboarding and ongoing training programs for new and existing service desk analysts, ensuring proficiency in ServiceNow, ticket management, customer service standards, and IT support procedures.
- Work with the Service Desk Operations Manager to monitor and analyze service desk and knowledge management performance metrics, identifying trends and implementing process improvements to increase first-call resolution, reduce ticket volume, and improve end user satisfaction.
- Keeping knowledge articles, procedures, and troubleshooting documentation updated as systems, applications and business processes constantly change
Benefits
- Paid Time Off
- 401K with Employer Match and Profit Sharing
- Health and Wellness Benefits
- Learning and Development Opportunities
- Referral Program
- Competitive Pay
- Recognition
- Employee Stock Purchase Plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
