SYSTEMS PROGRAMMER II - 73002748
About The Position
The Service Desk Team Lead serves as a working lead within the Information Services Program, supporting daily Service Desk operations and ensuring efficient delivery of Tier I and Tier II technical support services. This position coordinates ticket intake, triage, escalation, and resolution activities while providing operational guidance and reinforcing customer service, documentation, and service management standards across the support team. The incumbent assists with monitoring service queues, balancing workloads, supporting incident escalation, and facilitating communication between support tiers and technical teams. Responsibilities also include supporting major incident coordination, reinforcing adherence to procedures and SLAs, identifying operational or process improvement opportunities, and assisting with staff mentoring and knowledge sharing initiatives. This position requires strong communication, troubleshooting, organizational, and customer service skills within a fast-paced enterprise IT support environment. The role supports mission-essential operations and may require participation in after-hours, emergency, or disaster-related support activities as needed.
Requirements
- Five years of experience in customer service.
- Three years of experience in Service Desk, Help Desk, or enterprise IT support environment using an IT ticketing system.
- Two years of experience in troubleshooting hardware, software, account access, or application-related issues.
- Three years of experience in incident management, escalation, and customer service practices.
- Two years of experience with documenting process and procedural documents, operational standards, and service level expectations.
- Experience in leading people and/or teams.
Nice To Haves
- Experience in after-hours or mission-essential support.
- Experience in/with Major Incident Process.
- Experience in Audit or representation of ITSM Processes or Services.
- ISO Certification and/or experience.
Responsibilities
- Serves as a working lead within the Information Services Program, supporting daily Service Desk operations.
- Ensures efficient delivery of Tier I and Tier II technical support services.
- Coordinates ticket intake, triage, escalation, and resolution activities.
- Provides operational guidance and reinforces customer service, documentation, and service management standards.
- Assists with monitoring service queues and balancing workloads.
- Supports incident escalation and facilitates communication between support tiers and technical teams.
- Supports major incident coordination.
- Reinforces adherence to procedures and SLAs.
- Identifies operational or process improvement opportunities.
- Assists with staff mentoring and knowledge sharing initiatives.
- May require participation in after-hours, emergency, or disaster-related support activities.
Benefits
- health insurance
- life insurance
- tuition waivers
- paid sick and personal leave
- paid parental leave
- 10 paid holidays annually
- retirement savings
- vision and dental insurance
- career training
- paid vacations
- insurance
- retirement programs
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
