Service Desk Lead

State of Maryland • Anne Arundel, MD

4d

About The Position

To manage the daily operations of the Department of Information Technology (DoIT) ServiceDesk team and ensure the delivery of efficient, high quality technical support and a positive end-user experience. The Service Desk Lead provides daily management of the 24/7/365 Service Desk operations, which serves as the primary and first point of contact for State of Maryland agencies. The Service Desk Lead acts as a critical link between the Service Desk support team and State of Maryland customer agencies, as well as the general public, working to ensure that Service Desk services are delivered efficiently, effectively, and in alignment with the Department's overall goals.

Requirements

• Graduation from an accredited high school or possession of a high school equivalency certificate.
• Two years of experience providing client-side computer hardware and software assistance to supported end users. This includes providing technical guidance to users and diagnosing and resolving issues, coordinating configurations and installations, installing system software and hardware and general troubleshooting of PC hardware and software.

Nice To Haves

• At least one year experience supporting or leading service desk operations in an IT environment.
• Experience using ServiceNow for ticket management.

Responsibilities

• Manage the day to day operations of a team of Service Desk technicians, including shift scheduling, workload management, and performance monitoring to ensure a 24/7/365 operational capability.
• Serve as the primary point of escalation for complex, high priority, and critical incidents, ensuring timely investigation, resolution, and communication.
• Monitor and lead the Service Desk operations to ensure compliance with established Service Level Agreements (SLAs) and key performance indicators (KPIs).
• Ensure incident and service requests are logged, tracked, and updated accurately and in a timely manner, in the Department’s ticketing system of record and any other relevant and approved platforms.
• Ensure tickets are assigned appropriately to the team and self, and that all work is completed per established policies and procedures.
• Monitor relevant internal chat communication spaces as well as our internal/external email queues for ticket handling, information, communication and to assist with the delivery of the highest quality, efficient, and consistent technical support for our customers 24/7/365.
• Work with the DoIT Service Desk Assistant Director and Service Desk operations counterparts to update the IVR as needed during peaks of high call volume and widespread issues with high impact and high urgency.
• Customer service is a critical function of this role and as such we have established SLO/SLAs to align with reasonable customer expectations. This position should work assigned tickets so as to meet established SLO/SLA’s and meet/exceed customer expectations. Ticket management includes entering appropriate notations in the ticket relative to issues identified and actions taken. Document all work in ServiceNow per the DoIT Ticket Handling Etiquette guidelines and apprise the customer of progress made towards ticket resolution. Always demonstrate courteous and professional behavior and provide excellent customer service at all times. Serve as a point of contact for escalation support requests to network, infrastructure, and vendor support teams for maintenance of network equipment, including switches, firewalls, routers, copiers, and other network related equipment.
• Work assigned technical projects and provide timely updates on project statuses. Serve as project lead or technical expert in one or more End User Support areas. Maintains appropriate level of documentation for project related work. Work on technical projects as assigned. Maintains appropriate level of documentation for project related work. Reports project related issues, milestones, and completion of deliverables to End User Support leads/managers and peers. Perform security audit related tasks as requested and notify IT security personnel immediately of suspected breaches of security and/or intrusion detection.
• Assist in the completion and capture of physical inventory for DoIT supported sites and support the process for capturing moves, adds, and changes so as to reconcile with the asset database and ensure inventory is maintained accurately in accordance with DoIT asset policies. Maintenance of up-to-date inventory of all Service Desk staff.
• Document all work in ServiceNow related to the installation, deployment, and maintenance of hardware and software for end users. Create user accounts and management of account privileges. Use the ServiceNow system to create and update tickets for every user interaction before starting work on any project. Work on assigned tickets to meet any established SLO/SLAs. Maintenance of records for all support request tickets for both onsite visits and telephone support, as well as day to day end user support.
• Provide direct leadership, mentorship, and technical guidance to the Service Desk team.
• Provide constructive feedback, and identify training and development opportunities for team members.
• Train and mentor staff on best practices for call handling, incident documentation, and customer service.
• Foster a culture of collaboration, continuous learning, and exceptional customer service within the team.
• Contribute to the ongoing process improvement of the Service Desk, identifying and implementing efficiencies in ticket handling, communication, and resolution.
• Maintain and manage the Service Desk Knowledge Base (KB), ensuring that information is up to date and used effectively by the team for troubleshooting and problem resolution.
• Develop and implement standard operating procedures for handling various types of requests and incidents to ensure consistency and quality.
• Collaborate and consult with DoIT service groups as needed to facilitate the timely resolution of complex technical issues.
• Communicate technical concepts and updates effectively to both technical and non-technical stakeholders, including agency staff and management.
• Research solutions and workarounds by partnering with DoIT technical teams and peers.
• Work closely with IT teams, customers, and vendors to gather IT asset inventory information.

Benefits

• Contractual employees who work for an agency and have a current employment contract of 30 or more hours a week (or on average 130 hours per month) will be eligible for subsidized health benefits coverage for themselves and their dependents.
• Paid leave will accrue at a rate of one hour for every 30 hours worked.

What This Job Offers

• Career Level: Mid Level
• Education Level: High school or GED