Lead IT Service Desk Engineer

Job Overview

The Lead IT Service Desk Engineer plays a pivotal role in ensuring the efficient operation of the Technology Support Center. The Lead IT Service Desk Engineer will monitor staffing across multiple channels to ensure seamless coverage, provide tactful feedback when required, disseminate information to the team, and participate in resolving day-to-day incidents and requests. The role may also be assigned system administration responsibilities for applications owned by the Technology Support Center. Other duties include spearheading the service desk’s problem management function, providing high-touch support in high-visibility or particularly challenging situations, and leveraging a close network of working relationships across the division to facilitate efficient incident resolution. This multifaceted role demands a blend of technical expertise and essential soft skills. Successful candidates will be self-motivating, detail-oriented, excel in time management, and exhibit exceptional interpersonal skills.

Roles and Responsibilities

The following information is intended to describe the overall nature and scope of the work being performed. This is not a comprehensive listing of all responsibilities or tasks; work may differ and other work may be assigned when deemed appropriate.

• Provides mentorship, coaching, and training to Service Desk Engineers, ensuring they meet performance standards and deliver exceptional customer service
• Configures, monitors, and maintains applications within the Technology Support Center portfolio, including troubleshooting technical issues, testing and reporting
• Responds to incidents and requests submitted by customers via chat, email, phone, or self-service, ensuring timely and effective resolutions
• Facilitates problem, change, incident, request, and knowledge management functions of an IT service desk
• Maintains a high level of customer satisfaction through professional and courteous interactions
• Documents service desk processes and procedures to facilitate efficient operations and knowledge sharing
• Analyzes service desk processes and procedures to identify opportunities for enhancements
• Serves as an escalation point for Service Desk Engineers to resolve challenging technical issues and for customers to address concerns
• Monitors and analyzes incident and request trends, patterns and customer feedback
• Informs management of trends, patterns, and feedback that may indicate a larger underlying problem

Qualifications

Below are the minimum qualifications for this job. Equivalent combinations of education and experience are also acceptable.

Education

Bachelor’s Degree in information technology, computer science, or a related field

Experience

• Five (5) years of full-time work experience
• Proven experience in a service desk or technical support role, with a deep understanding of problem, change, incident, request, and knowledge management functions
• Prior experience within K-12 educational settings, with an understanding of the unique IT support needs and challenges in this environment
• Experience using ticketing and documentation platforms

Licenses and Certifications

Knowledge, Skills, and Abilities

• Strong knowledge of service desk processes, best practices, and tools, with the ability to document and improve workflows
• A customer-centric attitude and unwavering commitment to delivering quality service
• Exceptional problem-solving and critical-thinking skills, with the ability to identify, analyze, and resolve technical issues
• Ability to remain calm under pressure and handle customer concerns and escalations professionally
• Expansive analytical thinking skills, enabling assessment of data, trends, and user feedback to drive continuous improvement
• A commitment to staying current with emerging technologies and best practices in information technology

Physical Requirements

The following provides a brief description of physical requirements for this job:

While performing the duties of this job, the employee is regularly talking, expressing or exchanging ideas by means of the spoken word. The employee must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly. The employee must possess normal cognitive abilities including the ability to learn, recall and apply certain practices and policies. Frequently sitting and/or remaining in a stationary position for long periods of time. Exerting up to 25 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Reports to: Supervisor, Technology Support Center

FLSA Status: Exempt

Months/Days/Hours: 12 months/ 248 days/ 8 hours

Salary Level: Universal 15

Salary Scale: https://www.lcps.org/compensation

Salary Range: $89,745 - $150,277

Remote Work Eligible: Yes

Union Designation: Non-Union

Remote Work Disclosure

The following guidelines apply to jobs and positions where employees have been identified as having the potential to work remotely. Remote work is defined as completing one's duties and responsibilities at a site other than one's assigned duty location. In order to be eligible for remote work privileges, an employee must have demonstrated consistent, positive performance and have the support and approval of their direct supervisor. In addition, these employees must have reliable high-speed internet and a designated workspace that allows them privacy while completing sensitive and confidential work. Employees who are non-exempt and are working remotely will work their regular scheduled hours and gain prior approval from their supervisor if they work more than 8 hours a day or more than 40 hours in a workweek. Remote work privileges can be amended, changed, or revoked based upon the performance of the employee, as well as the needs of Loudoun County Public Schools.