Service Desk Staff Support Lead

Title: Service Desk Staff Support Lead

Client: Atlanta Public Schools

Job ID: 65792

Duration: 07/01/2026 - 06/30/2027

Location: 130 Trinity Ave SW 1st Floor Atlanta Georgia 30303-0000

Pay rate: $22

Position: 1

Slots: 1

Closing: 06/19/2026

Job description:

Leads day-to-day ticket system governance and knowledge management ensuring service desk technicians have accurate current and actionable information to resolve issues efficiently. This role bridges readiness documentation with operational execution.

Key Responsibilities

Own and govern the ticketing system configuration workflows and categorization standards.

Translate readiness and implementation documentation into knowledge articles resolution steps and ticket templates.

Maintain and continuously improve the service desk knowledge base.

Lead service desk technicians in the consistent use of documented processes and tools.

Serve as an escalation point for complex or unresolved tickets.

Analyze ticket trends to identify ineffective solutions recurring issues or process breakdowns.

Partner with the Readiness & Change Integration Lead to address gaps discovered post-go-live.

Ensure knowledge and ticket system updates occur in alignment with system changes and district initiatives.

Support continuous improvement efforts through reporting metrics and root cause analysis.

Receives and Supports Incoming Service Calls

Key Skills & Qualifications

Strong experience with ITSM platforms and knowledge management

Analytical mindset with attention to operational details

Ability to coach and guide service desk technicians

Experience with incident request and problem management processes

Education & Experience

• Minimum of 3 5 years of experience in Service Desk operations IT support administration knowledge management or IT service management.
• Experience administering or supporting enterprise ticketing and knowledge management platforms required.
• Prior experience in K 12 education government or large enterprise support environments is highly desirable.

Technical Requirements

• Strong working knowledge of IT Service Management (ITSM) frameworks..
• Hands-on experience with ticketing systems such as ServiceNow Freshservice Jira Service Management IIQ or equivalent platforms.
• Experience developing and maintaining knowledge bases support documentation standard operating procedures and troubleshooting guides.
• Understanding of incident request change and problem management processes.
• Ability to analyze service desk metrics reporting trends and operational performance data.
• Proficiency with Microsoft Office Suite SharePoint and collaboration tools such as Microsoft Teams.

Core Competencies

• Strong leadership and coaching skills with the ability to guide and support service desk technicians.
• Excellent written and verbal communication skills with the ability to simplify technical concepts for end users and support staff.
• Strong analytical and organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities while maintaining operational accuracy and consistency.
• Demonstrated problem-solving and critical-thinking capabilities.
• Customer service-oriented mindset focused on operational excellence and continuous improvement.
• Ability to work collaboratively across technical and non-technical teams.

Operational Expectations

• Expected to maintain accurate and current knowledge documentation aligned with district systems initiatives and process changes.
• Ability to identify operational inefficiencies and recommend corrective actions or process improvements.
• Must ensure ticket categorization workflows and resolution standards remain consistent across the Service Desk.
• Ability to serve as a functional escalation resource for technicians and support teams.