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IT Service Desk Lead in Thornton, CO at SNI Technology

Date Posted: 1/14/2021

Job Snapshot

Job Description

SNI Technology's client is looking to immediately hire a Service Desk Lead for an exciting, full-time, direct-hire position located in Thornton, CO.


Overview of Opportunity:

SNI Technology's client's IT Department is hiring a Service Desk Lead on the Service Desk Team for a full-time position. The successful candidate should have strong customer service skills, a strong understanding of troubleshooting on Windows, ChromeOS, and Macintosh systems. The position will be based out of our client's District's central office and involve direct customer support, leading teams of technicians, and effectively manage collaboration and escalation to peers on the technical staff. The team services a network of over 50 sites (mostly schools) connected with high speed fiber networks. Staff use primarily Windows systems, Macintosh, and ChromeOS that are centrally managed by fleet management servers, whereas students use primarily Chromebooks.

The Service Desk Team is a highly collaborative customer-facing team that provides excellent customer service through ticket response, resolution and routing. The successful candidate must demonstrate a highly collaborative solution-oriented approach and be able to work in a team of highly technical peers while addressing a range of challenges, from individual user issues to systemic problems. In addition to resolving escalated tickets, the Service Desk Lead will create excellent troubleshooting documents, deliver training and design processes that allow the team to handle escalated issues moving forward. Excellent customer service skills are required throughout all interactions with staff and the community.

Typical activities involve:

  • Daily organizing of technicians to meet the needs of customers either through remote or on-site work as appropriate.
  • Designing and implementing long term support solutions for escalated requests.
  • Troubleshooting complex system interactions with the larger group technical staff in Infrastructure, Security and others.
  • Recognizing cybersecurity or large customer impact situations and reporting them to the appropriate staff.
  • Learning a range of technologies used by the District at a fast pace, maintaining a strong skill set through self-study, cross training, and other available learning resources.

The candidates track record should indicate a successful professional pace of customer service in an enterprise environment, and an ability to grow and acquire new skills to meet emerging needs. A track record of rapidly learning and implementing solutions through personal research, peer collaboration, or other resources will set candidates apart as being able to maintain appropriate pace as the District takes on new technologies and adapts to changing business needs. Because the Service Desk Team works with key customer systems, responds to incidents and supports staff in a complex environment with numerous customers, balancing time and load is important for maintaining a healthy lifestyle. Team members cross-train to ensure that all team members can take time off.

Candidates should have at least 3-5 years of experience with information systems work in enterprise environments working collaboratively with technical teams. Successful candidates will possess excellent customer service skills, and the desire to learn and grow in technical environments.

The successful candidate will be handling sensitive, personally identifiable information (PII) related to students and families. Any offer will be contingent on a background check performed by the District.

Description of Team/Environment:
Our small team relies heavily on each other and the ability to work in a team setting. Operating under the guidance and support of senior team members is essential.

Safety of staff and students is critical in a school district, and staffing agencies may be asked to run background tests for successful candidates. Candidates need to ensure that they are completely honest about their backgrounds as any misrepresentation or missed information in their record may lead to the disqualification of their application.

It is critical that candidates be prepared to engage strongly with both remote and on-site team environments where appropriate. Currently the district has adapted to remote or hybrid work and learning to a large degree for staff and students. The successful candidate will be expected to engage primarily remotely through the hiring process, and work from home when the District determines that this is appropriate. Even during remote work times, some on-site tasks may be required as necessary to support our customers, following the District's personal safety guidelines.

Dress code for all positions is business casual.