IT Service Desk Lead

Shive Hattery; West Des Moines (IA); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Shive-Hattery is seeking a Service Desk Coordinator to join the Technology Team. With 3–5 years of IT support experience, you will coordinate service desk activities, manage ticket lifecycles, and drive standard processes across a hybrid work environment.

You will mentor colleagues, handle escalations, and contribute to knowledge base development while delivering high-quality end-user support and effective customer service.

Qualifications

• 3+ years in IT support, service desk, or similar end-user tech role.
• Strong troubleshooting across Windows, hardware, software, networking, and devices.
• Experience with Microsoft 365 technologies including Outlook, Teams, OneDrive, SharePoint.
• Ability to own complex issues and coordinate with other technology teams.
• Understanding of IT service management practices: incident management, requests, escalation.
• Coordinate daily Service Desk activities and prioritize urgent/high-impact issues.
• Clear written and verbal communication, able to explain tech to non-tech staff.
• Customer-focused mindset with professionalism under pressure.
• Develop and maintain knowledge articles and repeatable support processes.
• Identify recurring problems and drive process improvements with Technology teams.

Responsibilities

• Provides day-to-day coordination of service desk activities while contributing to frontline support work.
• Oversees ticket intake, assignment, prioritization, and ensures SLA targets are met.
• Offers coaching and performance feedback to team members and enforces standards.
• Monitors workload, identifies recurring issues, and suggests improvements to the IT Service and Support Manager.
• Contributes to onboarding and knowledge base development for the service desk team.

Skills

Customer focus

Problem ownership

Communication skills

Organizational skills

Team coordination

Tech communication

Patience and professionalism

Tools

Microsoft Intune

Microsoft Entra ID

Windows Autopilot

Microsoft 365 admin

ITSM platform

Job description

Shive-Hattery is seeking a Service Desk Coordinator to join the Technology Team. With 3–5 years of IT support experience, you will coordinate service desk activities, manage ticket lifecycles, and drive standard processes across a hybrid work environment.

You will mentor colleagues, handle escalations, and contribute to knowledge base development while delivering high-quality end-user support and effective customer service.