Senior IT Operations Engineer Service Desk Lead

About Hensel Phelps:

Founded in 1937 Hensel Phelps specializes in building development construction and facility services in markets ranging from aviation to government commercial transportation critical facilities and healthcare. Ranked #1 in aviation and #6 overall general contractor in 2024 by BDC Hensel Phelps is one of the largest employee-owned general contractors in the country. Driven to deliver EXCELLENCE in all we do and supported by our core values of Ownership Integrity Builder Diversity and Community Hensel Phelps brings our clients visions to life with a comprehensive approach that begins with innovative planning and extends throughout the life of the property.

Position Description:

The Service Desk Leads role is to coordinate and guide Service Desk operations across the operational region. This includes leading daily incident and service request activities providing escalation support and guidance to Service Desk analysts and ensuring consistent service delivery in alignment with established SLAs and ITIL best practices. The Service Desk Lead monitors ticket queues and service performance to identify trends and recurring issues supports the development of knowledge and self-service resources and contributes to continuous improvement of Service Desk processes tools and operational readiness.

Position Qualifications:

This position requires expertise in Service Desk operations replacing network-related responsibilities with a focus on the following:

• Lead and coordinate daily Service Desk activities ensuring timely resolution of incidents and service requests in alignment with established SLAs and ITIL best practices.
• Provide escalation support and mentorship to Service Desk analysts conducting quality reviews of ticket documentation and customer interactions to ensure consistent troubleshooting service excellence and adherence to support procedures.
• Monitor ticket queues and service performance metrics identifying bottlenecks workload trends and recurring issues to drive continuous improvement initiatives and optimize resource allocation.
• Develop maintain and enforce Service Desk standards including incident management workflows request fulfillment processes documentation practices and customer communication protocols.
• Analyze recurring user issues and create knowledge articles self-service resources and training materials to improve first-contact resolution rates and reduce repetitive ticket volume.
• Participate in IT projects that introduce new or changed services representing Service Desk supportability operational readiness and end-user impact considerations throughout the project lifecycle. Lead transition planning and execution for new services ensuring ServiceDesk readiness through documented knowledge articles defined support processes team training and validated procedures prior to go-live.

Formal Education & Certification

• College diploma or university degree in the field of computer science with 4 years of work experience or 8 years equivalent work experience supporting Service Desk or end-user environments.
• Certifications in ITIL preferred.

Knowledge & Experience

• Ability to lead a team of IT support personnel and Service Deskrelated initiatives.
• Extensive hands-on technical knowledge of end-user computing systems operating systems and standard enterprise applications.
• Strong knowledge and experience with Microsoft Azure Active Directory Services Windows operating systems Office 365 and endpoint management tools.
• Hands-on experience and current knowledge of end-user support and IT Service Management tools.
• Extensive client-side and operating system experience including workstation imaging and deployment tools.
• Experience working in a standardized enterprise desktop environment.
• Hardware software and connectivity troubleshooting experience.
• Working technical knowledge of end-user hardware and peripheral devices.
• Skilled at supporting and configuring end-user systems and applications.
• Knowledge of endpoint security software and security controls.
• Knowledge of current CMMC standardization and policies is a plus.
• Knowledge of applicable data privacy practices and laws.
• Construction industry software knowledge in products such as Autodesk-BIM Modeling scheduling tools Asta & Oracle P6 Bluebeam PDF and Onscreen Takeoff a plus.
• Good working knowledge of Microsoft software including SharePoint Azure Exchange Intune and Teams.
• Telephony knowledge of Poly Crestron and AMX room AV systems is a plus.

Personal Attributes

• Strong interpersonal written and oral communication skills.
• Able to conduct research into technology issues and products as required.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed with keen attention to detail.
• Proven analytical and problem-solving abilities.
• Able to effectively prioritize tasks in a high-pressure environment.
• Strong customer service orientation.
• Experience leading a team-oriented collaborative environment.

Essential Duties

Strategy & Planning

• Create and maintain documentation as it relates to Service Desk configuration processes and service records.
• Develop implement and maintain policies procedures and associated training plans for Service Desk operations and end-user support.
• Lead in the development and implementation of policies for end-user device management including maintenance of device inventory related documentation and technical specifications information.

Procurement & Deployment

• Conduct research on IT products services protocols and standards to remain abreast of developments in the technology industry.
• Oversee new and existing end-user hardware and software upgrades.
• Interact and negotiate with vendors outsourcers and contractors for IT products and services.
• Plan and implement any improvement modification or replacement of end-user support components.
• Lead in the development and implementation of policies procedures and associated training for IT resource administration and appropriate use.

Operational Management

• Supervise daily Service Desk operations to ensure smooth and reliable function for fulfilling business objectives and processes.
• Monitor Service Desk performance and troubleshoot problem areas as needed.
• Oversee installation configuration maintenance and troubleshooting of end-user workstation hardware software and peripheral devices.
• Ensure proper operation and support of end-user computing and collaboration technologies.
• Practice end-user asset management including maintenance of device inventory and related documentation and technical specifications information.
• Monitor and report on Service Desk performance metrics.
• Participate in managing end-user security controls.
• Manage and/or provide guidance to junior members of the team.

Physical Work Classification & Demands:

Light Work. Exerting up to 25 pounds of force occasionally and/or up to 10 pounds of force frequently and/or a negligible amount of force constantly to move objects.

The individual in this position will periodically walk kneel sit crouch reach stoop read/see speak push pull lift stand and finger/type. The frequency of each action varies by workflow and office activity.

Walking - The person in this position needs to occasionally move about inside the office to access file cabinets office machinery boxes cabinets etc.

Constantly operates a computer and other office machinery such as a calculator copy machine phone computer and computer printer.

The person in this position frequently communicates with employees and external stakeholders regarding a variety of topics related to office administration.

Constantly computes analyzes and conceptualizes mathematical calculations and formulas.

Constantly reads written communications and views email submissions.

The person in this position regularly sits in a stationary position in front of a computer screen.

Visual acuity and ability to operate a vehicle as certified and appropriate.

Rarely exposed to high and low temperatures

Rarely exposed to noisy environments and outdoor elements such as precipitation and wind.

Compensation Range (Colorado only):

$86640.00 - $95760.00 USD annually

Benefits:

Hensel Phelps provides generous benefits for our salaried employees. This position is eligible for company-paid medical insurance life insurance accidental death & dismemberment long-term disability 401(K) retirement plan health savings account (HSA) (HSA not available in Hawaii) and our employee assistance program (EAP). It is eligible for employee-paid enrollment in vision and dental insurance. Hensel Phelps also believes in the importance of taking time to recharge. As a result salaried employees are eligible for paid time off beginning upon hire. Salaried positions (project engineers and above) participate in an annual bonus plan subject to company and employee performance. Salaried employees (this is all salaried employees) are also eligible for a company cell phone or cell phone allowance in accordance with company policy. Further salaried employees (project engineers and above) also receive either a vehicle or vehicle allowance in accordance with Hensel Phelps on position location a cost-of-living adjustment (COLA) may also be included (subject to periodic review and adjustment).

Any Employment Offers are Contingent Upon Successful Completion of the Following:

• Verification of Work Authorization and Employment Eligibility
• Substance Abuse Screening
• Physical Exam (if applicable)
• Background Checks for Badging/Security Clearances

Equal Opportunity and Affirmative Action Employer:

Hensel Phelps is an equal opportunity employer. Hensel Phelps is committed to engaging in affirmative action to increase employment opportunities for protected veterans and individuals with disabilities. Hensel Phelps shall not discriminate against any employee or applicant for employment on the basis of race color religion sex age national origin sexual orientation gender identity and expression domestic partner status pregnancy disability citizenship genetic information protected veteran status or any other characteristic protected by federal state or local law.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

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Required Experience:

Senior IC