Responsibilities:

• Lead and supervise daily operations of the service desk team 
• Monitor ticket queues and ensure incidents and service requests are resolved within SLAs 
• Act as an escalation point for complex or high-priority technical issues 
• Provide coaching, mentoring, and performance feedback to team members 
• Conduct team meetings, training sessions, and onboarding for new staff 
• Analyze service desk metrics (e.g., response time, resolution time, customer satisfaction) and implement improvements 
• Ensure adherence to IT service management (ITSM) processes and best practices 
• Coordinate with other IT teams (infrastructure, applications, security) to resolve issues 
• Assist with major incident management and communication to stakeholders 
• Maintain and improve knowledge base documentation and standard operating procedures 
• Support scheduling, staffing, and workload balancing

Minimum Requirements: Bachelors Degree and 4-7 years of experience

*position subject to CSWF requirements*