CLASSIFICATION: Exempt (not eligible for overtime for hours worked more than 40/week)

REPORTS TO: IT/IS Director

DATE CREATED/LAST UPDATED: February 2026

MUST DO

• Oversee the daily operations of the IT Service Desk, ensuring timely, effective technical support for end-users, adhering to organizational IT standards.

RESPONSIBILITIES

Technical

• Assign, prioritize, and manage support tickets for self and team members, ensuring efficient resolution workflows.
• Provide training and mentorship to service desk technicians; deliver end-user training and documentation for new systems and applications.
• Establish and enforce Service Level Agreements (SLAs) and ensure compliance across all support activities.
• Be the primary escalation point for complex issues and coordinate handoffs to infrastructure or specialized IT teams.
• Ensure adherence to IT security protocols and contribute to incident response and compliance efforts.
• Apply industry best practices (e.g., ITIL/ITSM) to enhance ticketing systems, support processes, and service delivery.

Support

• Develop and maintain documentation, standard operating procedures, and knowledge base content for consistent support practices.
• Track, analyze, and report on key performance indicators (KPIs) to identify trends, improve service quality, and optimize team performance.
• Collaborate with IT leadership and cross-functional teams to align support services with organizational goals.
• Collaborate with the IT/IS Team to deliver best-of-breed technology solutions.
• Deploy equipment, document technology assets, and assign and manage administrative access control privileges to end users.
• Communicate information quickly and accurately to all necessary parties.