IT Service Desk Lead

Salt Lake City, UT
Feb 28, 2018
Administrative Jobs
Technology, IT Support & Training
Institution Type
Four-Year Institution
IT Service Desk Lead

*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.


Salt Lake City, Utah, United States