A Day in the Life:

The essential functions of this role are as follows:

• Provide effective leadership and supervision to help desk staff, promoting high performance, accountability, and ongoing professional development.
• Manage and optimize daily help desk operations, including ticket workflows, phone support procedures, and service‑level adherence.
• Ensure timely, accurate, and consistent support across Jira Service Desk, Genesys phone support, and email channels.
• Collaborate with internal IT divisions to support issue triage, system troubleshooting, enhancement testing, and preparation of user communication.
• Create and maintain documentation, standard operating procedures, and knowledge base resources.
• Use data and reporting to monitor service trends, identify recurring issues, and recommend process or training improvements.
• Build strong user relationships through clear communication, empathy, and guidance during outages, updates, or issue resolution.
• Support project planning and implementation by coordinating help desk readiness and preparing staff for new system features.

The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time. 

This position is exempt from overtime compensation for additional work hours that may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.

What You'll Need for Success:

Leadership & Staff Development:

• Ability to oversee, coach, and support help desk staff while maintaining high standards of performance and accountability.
• Ability to delegate work, set clear direction, and manage workflow.
• Ability to effectively give feedback, provide guidance or corrective action, coach, and develop employee skillsets.

Technical Support & Systems Knowledge:

• Deep understanding of help desk operations, ticketing systems (Jira), phone support platforms (Genesys), and troubleshooting workflows.
• Broad knowledge of technical problems and solutions as they relate to the current and future business environment.
• Extensive knowledge of the set of structures and models needed to understand or describe the software system, including the software elements, the relations between them and the properties of both elements and relations.
• Working knowledge of the application of software development methodologies.
• Familiarity with the techniques and existing systems used for structuring data elements and showing relationships between them, as well as methods for interpreting the data structures and relationships.

Communication, Coordination & Customer Service:

• Strong ability to communicate clearly, collaborate with internal IT teams, support users during issues or outages, and promote a positive service experience.

Additional qualifications:

• Extensive knowledge of the organization’s business systems and industry requirements.
• Extensive knowledge of project management theories and practices and the ability to apply that knowledge.
• Familiarity with transposing a series of requirements into a clear and organized software design.
• Ability to apply project management methodologies to determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Ability to understand the implications of new information for both current and future problem-solving and decision-making.
• Ability to understand how change management methodology aligns with and enhances project management and implementation.
• Ability to perform essential functions with or without reasonable accommodation.

A degree is not required. However, at least 5+ years of experience, including two 1+ years of supervisory experience, applying the outlined knowledge, skills, and abilities in a similar role may be considered.