IT Service Desk Lead

IT Service Desk Lead
9193-417

*This position is open to current WGU employees only**

IT Service Desk Service Lead acts as the spokesperson between the supervisor and team. Provides updates and information on the team’s progress in meetings or through regular email contact and/or reports. Service Leads are responsible for delegating tasks and negotiating workloads, but do not have the accountability to hire/fire, and offer limited input into the performance review process, including coaching/counseling employees. Service Leads do the same core duties as the Service Desk Tier 1 Technician (est. 75% of the time), but might handle the more difficult tasks, troubleshoot, train, and coordinate schedules (est. 25% of the time). Service Leads are non-exempt employees that lead non-exempt employees.

• The Service Lead position core duties will be the following:
• Receive calls, emails and web-tickets for end users and other WGU Staff / help desks, and create Incident tickets or Service Request tickets, logging all pertinent information,
• Provides initial assessment of categorization and prioritization for reported Incidents and Service Requests and provides initial support, targeting a higher level of first contact resolution
• Ensures Incidents and Service Requests are properly escalated and assigned to appropriate Educational Technology support groups
• Perform hierarchical escalation to help desk Management and the Educational Technology Leadership Group
• Maintains ownership of Incidents, ensuring timely entry, updating, and closure of all tickets and issues.
• Additionally, the Service Lead position will be responsible for the following:
• Queue Supervision in absence of Supervisors (vacation, illness, training, events)
• Act as a Spokesperson for the team
• Task Force for any high-level/hot ticket initiatives
• Ticket Queue Auditing
• Targeted PR/Outage coordination and communication as directed by Supervisor
• Escalated ticket handling before approaching Tier 2
• Shadow/Reverse Shadow developing agents
• Delegating and assigning tickets/tasks/workload as appropriate
• Act as a liaison between Tier 1 and Tier 2
• POC’s during outages, tasked with any detailed troubleshooting as requested from Tier 2/3/etc.

Strong analytical skills balanced with effective communication and excellent customer service skills.

• Exceptional verbal and written communication skills.
• Ability to work independently, analyze problems, and make decisions with minimal management intervention.
• Proactively involve key technology infrastructure teams when necessary.
• Ability to anticipate potential obstacles and develop contingency plans to overcome them.
• Awareness of new and existing technologies, architectures, and best practice.
• Ability to manage multiple issues simultaneously in high-pressure environment where change is commonplace.
• Individual must be able to handle multiple interrupts and be able to multi-task effectively.
• Ability to diligently follow standards and best practices for many different technology areas.

• Appropriate Technical Support experience and knowledge required for Level 1-2 Agents.
• Windows and Macintosh platforms.
• Multiple Internet Browsers.
• Support for remote and local staff and students.
• Some technical background across infrastructure technologies, e.g. network, voice, Unix.
• The individual must have 2+ years of Industry experience.
• High School Diploma.
• CompTIA A+ Certification.
• ITIL Foundations desired, but not essential.

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Salt Lake City, Utah, United States

Full-Time/Regular

PI101371243