Role Overview

The IT Service Desk Specialist is responsible for overseeing day‑to‑day service desk operations, managing ticket queues, ensuring timely resolution of issues, and driving continuous improvement within the IT support function. This role serves as the frontline operational leader for bridging end‑user support, the Network Operations Center (NOC), and other IT teams. The IT Service Desk Specialist will also support the organization’s Data Governance Board by coordinating the collection and documentation of departmental data assets, contributing to a comprehensive enterprise data dictionary.

What You'll Be Doing

· Manage the daily help desk ticket queue, ensuring SLA compliance, clear prioritization, and timely resolution of incidents and requests.

· Monitoring, mentoring, and task direction to help desk technicians, fostering a collaborative, high‑performance support culture (aligned with external IT Service Desk Specialist responsibilities).

· Monitor help desk workload, productivity, and performance metrics; recommend staffing or process adjustments as needed.

· Serve as the primary escalation point for complex or sensitive technical issues.

· Ensure high‑quality customer service delivery and consistent communication across end‑user interactions.

· Coordinate with third‑party support entities and vendors when escalations or specialized assistance are required.

· Support continual improvement efforts by analyzing recurring issues and recommending problem‑management initiatives.

· Reporting trends and efforts accomplished on a monthly basis.

· Apply support knowledge learned to support users and the office location (conference room equipment, equipment, and monitors)

Knowledge Base & Documentation

· Work closely with the NOC to build, update, and maintain technical Knowledge Base (KB) articles, SOPs, and troubleshooting guides.

· Ensure documentation is accessible, accurate, and aligned with organizational standards.

· Champion documentation culture across the help desk and operations teams, enabling self‑service adoption and faster resolution times.

· Identify knowledge gaps and drive the creation of new KB content.

Trend Analysis & Optimization

· Analyze incident trends, root causes, and systemic issues using ticketing system insights (supported by industry best practices for service desk lead roles).

· Recommend workflow, automation, or tooling enhancements to streamline support operations.

· Collaborate with IT leadership on service improvements, platform or software upgrades when applicable, and user‑impact reduction strategies.

Data Governance & Data Dictionary Support

· Serve as an operational representative to the Data Governance Board.

· Collect and consolidate information from all departments regarding:

o What data they collect

o Where it is stored

o How it is classified

o Responsible data owners and stewards

· Document this information into a well‑structured data dictionary to support enterprise‑wide data governance, transparency, and compliance.

· Work with Data, IT, and Compliance teams to ensure data definitions remain current and aligned with organizational standards.

· Software License Tracking & Compliance

· Maintain an up‑to‑date inventory of all enterprise software, including license counts, entitlements, renewals, expiration dates, and usage insights.

· Coordinate updates to the master software list, ensuring accuracy around renewal cycles, licensing models, and termination terms.

· Monitor license allocation and usage to ensure compliance and reduce overspend when applicable.

Hardware Asset Management (HAM)

· Oversee the full lifecycle of users' hardware assets—including laptops, desktops, and peripherals—from procurement through retirement.

· Manage the issuance of new laptops and devices to employees, ensuring proper tagging, documentation, and configuration.

· Coordinate and document the return of hardware during offboarding, role changes, or refresh cycles, ensuring secure handling, backing up, and data sanitization.

· Maintain accurate hardware inventory records, including assignment history, warranty status, serial numbers, and lifecycle milestones.

· Perform periodic asset audits to validate inventory accuracy and identify unused or obsolete assets.

Basic Qualifications (Required)

· Associate’s or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field OR 0–2 years of relevant IT support, help desk, technical operations, or related experience

· Foundational understanding of IT service desk operations, ticketing workflows, and customer support best practices

· Basic experience using or supporting ticketing systems (e.g., ServiceNow, Jira Service Management, Freshservice, Zendesk, etc.)

· Working knowledge of Microsoft 365 (Outlook, Teams, SharePoint, Excel, Word)

· Strong customer service orientation with ability to communicate technical concepts to non-technical users

· Ability to manage multiple tasks and prioritize issues in a fast-paced environment

· Strong written and verbal communication skills

· Basic documentation skills with ability to create or update knowledge base articles and standard operating procedures

· Foundational understanding of hardware troubleshooting (laptops, desktops, monitors, conference room equipment)

· Strong organizational skills and attention to detail