Senior IT Support & Service Desk Leader

National Geographic Society; Washington (District of Columbia); On-site; USD 48,000 - 50,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with matching

Paid time off

Job summary

National Geographic Society is seeking a Senior Technology Support Specialist to deliver end-to-end IT support aligned to service level objectives. The role acts as a knowledge source, guides non-technical owners, and leads staff communication and basic application training.

Responsibilities include incident management, service requests, and access management, with on-call rotations for non-business hours. This position emphasizes team leadership and cross-team collaboration.

Qualifications

• Bachelor's Degree or equivalent experience.
• 5+ years of Tier 1 Help Desk experience or equivalent.
• Experience with ticketing/work management systems is a plus.
• Experience with nonprofit and media industry work environments is a plus.

Responsibilities

• Provide end-to-end IT support and resolve incidents within SLOs.
• Lead staff training and develop training content for enterprise apps.
• Troubleshoot and resolve IT and audiovisual problems; manage on-call rotations.
• Process service requests and manage access, including license audits.
• Maintain service desk coverage during business hours and support walk-up staff.
• Perform other duties as assigned.

Skills

Customer service

Communication skills

Troubleshooting

ITIL certification

Education

Bachelor's Degree or equivalent experience

Tools

Wrike

Jira Work Management

ServiceNow

Job description

National Geographic Society is seeking a Senior Technology Support Specialist to deliver end-to-end IT support aligned to service level objectives. The role acts as a knowledge source, guides non-technical owners, and leads staff communication and basic application training.

Responsibilities include incident management, service requests, and access management, with on-call rotations for non-business hours. This position emphasizes team leadership and cross-team collaboration.