Service Desk Coordinator

Shive Hattery; West Des Moines (IA); Híbrido; USD 42.000 - 62.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer focus

Problem ownership

Communication skills

Organizational skills

Team coordination

Tech communication

Patience and professionalism

Herramientas

Microsoft Intune

Microsoft Entra ID

Windows Autopilot

Microsoft 365 admin

ITSM platform

Descripción del empleo

Description

Let’s Do great things—Together

At Shive-Hattery, we believe great design starts with great people. We’re a full-service architecture and engineering firm with a legacy of collaboration, innovation, and putting people first, our clients and each other. If you’re looking for a place where your ideas matter and your growth is supported, you’ll feel at home here.

Why This Role Matters

As a Service Desk Coordinator on the Technology Team with 3-5 years of experience you’ll play a key role in supporting the firm and shaping projects that make a difference—from concept through completion. You’ll collaborate with talented teammates, contribute your expertise, and help us deliver thoughtful, high-quality solutions for those we serve. This role reports to the IT Service and Support Manager.

What You’ll Do

• Provides day-to-day coordination of service desk activities while remaining an active contributor to frontline support work.
• Oversees ticket intake, assignment, and prioritization, ensures issues are resolved within service level expectations, and serves as the first escalation point for complex or unresolved service desk issues.
• Provides coaching and performance feedback, and fosters consistent application of support processes and standards
• Monitors team workload and resolution quality, identifies recurring issues, and recommends process improvements to the IT Service and Support Manager.
• Contributes to onboarding and knowledge base development for the service desk team.

Requirements

You don’t need to check every box to succeed here. If your experience aligns with many of the items below and you’re excited about the work we do, we encourage you to apply.

• 3+ years of experience in IT support, service desk, desktop support, or a similar end-user technology role, with demonstrated growth in technical responsibility and problem ownership.
• Strong troubleshooting skills across Windows, Microsoft 365, hardware, software, networking, printing, mobile devices, and other common workplace technologies.
• Experience supporting Microsoft 365 technologies, including Outlook, Teams, OneDrive, SharePoint, and related identity and access issues.
• Ability to take ownership of complex or escalated support issues, coordinate with other technology teams when needed, and drive issues through to resolution.
• Strong understanding of IT service management practices, including incident management, service requests, escalation, prioritization, documentation, and ticket lifecycle management.
• Ability to help coordinate daily Service Desk activities, monitor workload and priorities, and ensure urgent or high-impact issues receive appropriate attention.
• Strong written and verbal communication skills, with the ability to translate technical concepts into clear, approachable language for employees with varying levels of technical experience.
• A customer-focused mindset with good judgment, patience, professionalism, and the ability to remain effective during high-volume or high-pressure situations.
• Strong documentation habits and a commitment to building and maintaining useful knowledge articles, troubleshooting procedures, and repeatable support processes.
• Ability to recognize recurring problems, identify opportunities for improvement, and work collaboratively with other Technology teams to improve the employee support experience.
• Strong organizational skills, personal accountability, and the ability to balance individual support responsibilities with team coordination.

What will make you stand out

• Experience serving as a senior Service Desk technician, technical lead, escalation point, or mentor for other IT support professionals.
• Hands-on experience with enterprise endpoint and identity technologies such as Microsoft Intune, Microsoft Entra ID, Windows Autopilot, and Microsoft 365 administration.
• Experience working within an ITSM platform and using ticket trends, service metrics, knowledge management, or process improvement to strengthen Service Desk operations.
• Experience supporting technology in a professional services, architecture, engineering, construction, or similarly complex environment with specialized applications and distributed office locations

Our Commitment to You

Great work happens when you feel secure in your future, confident in your support, and trusted to grow. That’s why our benefits support your health, financial stability, and life beyond work —

• medical, dental and vision coverage
• paid time off and holidays
• 401(k) retirement savings
• disability protection
• wellness incentives
• flexibility

Who We Are

Shive-Hattery is a privately held architecture and engineering consulting firm with design offices across the United States. Here, you’ll work alongside multidisciplinary teams delivering integrated design solutions for clients across industries. You’ll contribute to meaningful projects guided by our principle to design what matters and make our world a better place. You’re looking to build something great. So are we.

Shive-Hattery is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.

This position is primarily performed in an office or hybrid environment and may require travel to project sites, other Shive-Hattery office locations or to meet with clients. A full clean driver’s license is required. The role involves sitting, standing, and working at a computer for extended periods. May also require lifting light to medium weight objects of up to 50 lbs., the wearing of PPE and navigating active construction sites. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this role.

U.S. Citizen, U.S. Person, or Immigration Status Requirements:

We are unable to provide visa sponsorship now or in the future. Candidates must have current and ongoing authorization to work in the United States without employer sponsorship.