Service Desk Team Lead

Openings as of 3/3/2026

Service Desk Team Lead
JobID: 10093


• Position Type:
  Technology Department/Technician
  
• Date Posted:
  3/2/2026
  
• Location:
  27J Technology Building
  
• Closing Date:
  03/09/2026

DESCRIPTION: Responsible for achieving high quality Service Desk operations, resulting in high customer service satisfaction levels, based on high level of trouble ticket resolution. Oversee all of the day to day operations of the Service Desk and provides guidance to Scheduling Analyst Manager in order to facilitate appropriate management to issues such as ticket escalation, Client Service Technician workflow, customer relationships and system outage management. Works with IT Scheduling Analyst Manager to improve customer service standards on the Service Desk through evolution of procedures and training.

SALARY: Classified Grade DD, $34.99 - $43.14 per hour to start, depending on recent relevant experience. 8 hours per day, Monday through Friday. 12 month position. Position eligible for benefits.

DUTIES AND RESPONSIBILITIES:
• Under the direction of the Scheduling Analyst Manager, leads the team on day-to-day Service Desk job duties and responsibilities. Oversees all processes related to Service Desk operations, and monitorsthe work of all staff on the Service Desk. Shares updates and concerns with the manager. Provides ongoing training in technology, procedures and service quality Standards to Service Desk Technicians and other staff temporarily assigned to Service Desk operations during peak call volume.
• Manages daily service desk operations assisting customers in problem solving and creating tickets for issues as needed.
• Monitors call volume and call data to pick-up on potential system outages or severe system downtime on key IT infrastructure assets. Ensures that appropriate subject matter experts are being consulted during the troubleshooting process and issues are appropriately escalated to upper management. Ensure that customers receive updates on service issues through a variety of means. Coordinates the creation and delivery of appropriate messaging regarding system outages in a timely manner, with collaboration with the manager and other IT Management.
• Assist in communication with customers regarding call status of open calls. Track and coordinate the aging of open calls in the system with a variety of team leads across workgroups, under guidance from the manager.
• Prioritize and evaluate call tickets in the system. Determine if call needs to be escalated to Level III support tier. Provide Level II application software support for all tickets related to technology. Enter tickets into the Service Desk call tracking system.
• Monitor inventory and recommend ordering of parts/supplies in collaboration with Scheduling Manager and Secretary.
• Monitor warranty process for chromebooks. Work with department staff to ensure timely processing of devices needing repair as well as repaired devices that have been returned.
• Identifies common issues and creates solution documents that can be used in the ticket system .
• Perform other job related duties as assigned

QUALIFICATIONS:
• Four years of high school or equivalent.
• Post-secondary courses in business or vocational school equivalent or up to one year of college, with an emphasis in Computer Information Systems.
• Valid Driver's License required.
• Must frequently lift and/or move up to 25 pounds and occasionally lift up to 50 pounds.
• Must be able to pass a Colorado and Federal Bureau of Investigation background check.

REQUIRED EXPERIENCE:
• Minimum of 5 years, recent experience as Client Service Technician including support of Help Desk Functions. Strong customer support, project management, and team leadership, ideally within a multiplatform virtualized server environment with diverse application integrations and related infrastructure.
• ITIL Certification required within 6 months of hire.

DIVERSITY OF DUTIES:
• Advanced computer troubleshooting, analysis, critical thinking and problem solving skills.
• Intermediate knowledge of Active Directory, district student information systems, educational software systems, library management systems, financial systems, and E-mail application.
• Ability to manage multiple tasks with frequent interruptions occasionally in urgent situations.
• Ability to keep up-to-date technically and apply new knowledge to your job. Includes adapting to and mastering new system applications and processes as implemented by the district or department.
• Ability to promote and follow Board of Education policies, District policies, building and department procedures.
• Ability to stay current with district policy, standards and training in the areas of data quality, data privacy, and cybersecurity with respect to student and staff data, and related information systems
• Ability to communicate, interact and work effectively and cooperatively with all people, including those from diverse ethnic and educational backgrounds. Willingness to contribute to cultural diversity for educational enrichment.
• Ability to recognize the importance of safety in the workplace, follow safety rules, practice safe work habits, utilize appropriate safety equipment and report unsafe conditions to the appropriate administrator.

All future correspondence will be handled via the email address you provided in your online application. Check your In-Box and your SPAM folder.
All 27J postings close at 4:00 Mountain Time