IT Service Desk Team Lead

Qualifications

A minimum of two years of experience working in an IT Service Desk environment, with at least two years of hands-on experience in Jira Service Management, which is helpful but not required. Jira experience should include writing JQL queries, creating automations, managing screens, fields, and schemes, and configuring Service Level Agreements (SLAs) and calendars. The candidate must possess strong technical proficiency with Active Directory, Office 365, and general infrastructure troubleshooting. An ITIL Foundation certification (v3 or v4) is highly preferred, along with demonstrated ability to apply ITIL methodologies by mapping Incident, Request, and Change processes to Jira workflows. Strong communication skills are required to effectively explain process changes to non-technical stakeholders and clearly outline expectations to Service Desk staff. The role also requires analytical thinking, including the ability to interpret Jira dashboard data to support staffing and process decisions. Physical requirements include the ability to climb ladders, lift up to 45 pounds safely, and remain on one’s feet for multiple hours, though these are not common requirements. Occasional travel to store and office locations is required for incident resolution and pre-checks for Board Meetings. 

Primary Duties/Responsibilities

• Provide daily directions to Service Desk Analysts and Field Technicians. Foster a culture of accountability and continuous learning including those that work out of the Kansas City office.
• Conduct regular 1:1 meetings, provide real-time coaching, and identify training gaps.  Assist with the completion of employee performance review by providing data and feedback for team members.
• Manage Service Desk staff schedules and on-call rosters to ensure coverage during store business hours.  Monitor field techs workload and ensure they are adhering to Resolution SLA’s.  Prioritize tickets for them that have urgency compared to others and track various project progress of items they are working on.
• Be available during non-standard business hours as a POC for on-call staff that needs assistance via phone or MS Teams chats. 
• Provide feedback on ticket trends that may require a further investigation to prevent recurrence.
• regularly audit Jira tickets to ensure Service Desk staff are following Ticket Quality requirements.
• Assist in various IT related projects as it applies to Service Desk support.
• Assist in the management of the Service Desk knowledgebase to ensure content remains current and up-to-date and adding/removing content as needed.
• Assist with tracking of hardware stock and submitting equipment requests when needed to backfill stock or other required hardware.  This may in the future involve Asset Tracking software.
• Assist with tracking of hardware stock and submitting equipment requests when needed to backfill stock or other required hardware.  This may in the future involve Asset Tracking software.
• Utilize Jira Query Language (JQL) to build custom filters, dashboards, and reports for tracking team KPIs (e.g., Ticket Volume, Breached SLAs, MTTR).
• Perform intermediate administration of workflows (transitions, statuses, and screens). Configure Automation rules to reduce manual effort (e.g., auto-assigning tickets, auto-closing resolved tickets, sending notifications).
• Act as the technical escalation point for complex incidents.  Act as the Incident Manager for the Service Desk and send Critical Notification emails during major events.
• Work collaboratively with our vendors to resolve issues pertaining to their software/hardware.
• Enforce standard Incident life-cycle management within Jira. Ensure tickets are not left in "Pending" or "In Progress" states without regular updates.
• Other duties as assigned.

Benefits

• Individual and family medical benefits for full-time employees working 30 or more hours per week.
• Individual and family dental and vision benefits on the first of the month following the hire date for employees working 20 or more hours week.
• Voluntary Life and AD&D Insurance on the first of the month following the hire date for employees working 20 or more hours per week.
• 403(B) Retirement on date of hire for employees working 20 or more hours per week.
• 403(B) Retirement + Employer Match after one year of employment for employees working 20 or more hours per week.
• 401(A) Retirement on date of hire for employees working 20 or more hours per week.
• PTO Accrual up to 15 days based on hours worked.
• Employee store discount
• Paid holidays
• Flexible Schedules
• Career Growth Opportunities