Service Desk Integration Liaison

Key Responsibilities

• Act as the designated Service Desk representative for all district technology implementations and major process changes.
• Partner with instructional, operational, and administrative departments to define how the Service Desk will support new systems and processes.
• Document service desk support models, call handling procedures, and escalation paths prior to go-live.
• Participate in implementation walkthroughs, readiness reviews, and final validation meetings.
• Identify support risks, gaps, or unresolved dependencies and escalate appropriately before deployment.
• Ensure service desk readiness documentation is completed and approved prior to production release.
• Collaborate closely with Knowledge & Ticket Systems Lead to ensure readiness artifacts translate into actionable workflows.
• Serve as an escalation point for implementation-related service desk issues during early stabilization periods.

Key Skills & Qualifications

• Strong experience in IT service support, or enterprise support operations.
• Excellent stakeholder communication and facilitation skills.
• Ability to translate technical and process changes into operational support requirements.

Additional Requirements

• Minimum of 3-5 years of experience in IT support, Service Desk operations, project coordination, or enterprise systems support.
• Familiarity with K 12 educational environments, public sector operations, or large enterprise environments is highly desirable.

Technical Requirements

• Working knowledge of IT Service Management (ITSM) frameworks such as ITIL.
• Experience with ticketing and workflow management platforms (e.g., ServiceNow, IIQ, Jira Service Management, or equivalent).
• Ability to create and maintain process documentation, workflows, knowledge articles, and operational readiness materials.
• Understanding of escalation management, incident management, and service transition processes.
• Proficiency with Microsoft Office Suite and collaboration platforms such as Microsoft Teams and SharePoint.

Core Competencies

• Strong analytical and problem-solving skills with the ability to assess operational impacts and support readiness.
• Demonstrated ability to manage multiple projects, priorities, and deadlines in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to work collaboratively across technical and non-technical teams.
• Excellent verbal and written communication skills, including presentation and documentation development.
• Ability to exercise sound judgment, professionalism, and discretion when handling sensitive information.
• Customer-focused mindset with a commitment to continuous service improvement.

Operational Expectations

• Must be able to maintain consistent communication and coordination across multiple departments and stakeholders.
• Expected to proactively identify operational risks and recommend mitigation strategies prior to deployment.
• Supports district initiatives and strategic technology goals through cross-functional collaboration and partnership.