Service Desk Lead

About the role

The Help Desk Lead provides operational leadership and day-to-day support for the Business and Financial Services (BFS) and Finance and Resource Management (FARM) service delivery model. The position serves as the primary coordinator for ServiceNow ticket intake, triage, customer support, knowledge management, and service improvement initiatives.

Responsibilities

• Maintain and monitor ServiceNow ticket queues, aging reports, and service metrics to identify trends and improvement opportunities.
• Assign tickets to appropriate functional teams and monitor progress through resolution.
• Support the implementation and enhancement of ServiceNow forms, workflows, catalogs, and reporting tools.
• Develop and maintain knowledge base articles, FAQs, procedures, and training materials.
• Collaborate with functional teams to establish service standards and customer support expectations.
• Support customer outreach, awareness campaigns, and service-related communications.
• Develop and maintain service delivery dashboards and operational reports.
• Analyze ticket data, service trends, and customer feedback to identify opportunities for improvement.
• Recommend process improvements that enhance efficiency and customer satisfaction.
• Provide recommendations to leadership regarding service performance, resource needs, and operational priorities.

Requirements

• Bachelor's degree in related area and/or equivalent experience/training.
• 1-3 years demonstrated experience in ticket management, triage, and workflow administration within the ServiceNow platform.
• 1-3 years strong background in customer support, with a proven ability to manage escalations and maintain high service standards.
• 1-3 years proven experience creating, maintaining, and publishing knowledge base articles, user guides, and standard operating procedures.
• 1-3 years ability to analyze ticket data, service metrics, and aging reports to generate operational dashboards and identify trends.
• 1-3 years demonstrated track record of identifying operational inefficiencies and recommending process improvements to enhance the customer experience.
• Strong collaborative skills to work effectively with subject matter experts and cross-functional teams to coordinate ticket resolutions.

Qualifications

• Bachelor's degree in related area and/or equivalent experience/training.
• 1-3 years demonstrated experience in ticket management, triage, and workflow administration within the ServiceNow platform.
• 1-3 years strong background in customer support, with a proven ability to manage escalations and maintain high service standards.
• 1-3 years proven experience creating, maintaining, and publishing knowledge base articles, user guides, and standard operating procedures.
• 1-3 years ability to analyze ticket data, service metrics, and aging reports to generate operational dashboards and identify trends.
• 1-3 years demonstrated track record of identifying operational inefficiencies and recommending process improvements to enhance the customer experience.
• Strong collaborative skills to work effectively with subject matter experts and cross-functional teams to coordinate ticket resolutions.

Skills

• ServiceNow administration and ticket management.
• Customer support and service excellence.
• Knowledge management and process documentation.
• Reporting, process improvement, and operational support.

Benefits

• Excellent retirement and health benefits.

Pay

• The budgeted salary range that the University reasonably expects to pay for this position is $71,600 to $85,545/yr. Salary offers are determined based on final candidate qualifications and experience; the budget for the position; and the application of fair, equitable, and consistent pay practices at the University.

Schedule

• Full-time, M-F 8am - 5pm.