GLO - IT Service Desk Lead; Program Management Specialist II

Job Description - GLO - IT Service Desk Lead (Program Management Specialist II) )

Job Description

GENERAL LAND OFFICE

Texas-Austin

Austin GLO Main FL9 1700 N Congress Ave Austin 78701

Computer and Mathematical

Regular

Yes, 5 % of the Time

1671

B

26

8,334.00 - 8,750.00 (Monthly)

1

Exempt

May 18, 2026, 6:17:16 PM

The IT Service Desk Lead performs complex service coordination and support work, coordinating day‑to‑day Service Desk operations and supporting scheduling and workload alignment.

Responsibilities include:

• Analyzing service desk trends and supporting escalation management.
• Contributing to asset management accuracy and providing advanced technical assistance for complex issues.
• Serving as an experienced service coordination resource and supporting operational oversight, service performance monitoring, and continuous improvement.
• Guiding onboarding, cross‑training, and knowledge sharing within the team.
• Managing documentation and knowledge base resources.
• Assisting with resolution of complex or escalated issues and supporting effective service delivery.

The IT Service Desk Lead supports day-to-day operations and overall effectiveness of the IT Service Desk across the agency, coordinating support activities, managing ticket flow, and ensuring incidents and service requests are resolved timely and aligned with service expectations. The role supports structured service management practices by monitoring performance, maintaining documentation, and facilitating communication between users and technical teams.

• Service Desk Operations Coordination:
  Executes day‑to‑day activities to ensure timely resolution of incidents and requests.
• Performance Monitoring & Service Improvement:
  Monitors and analyzes tickets, response times, inventory accuracy, and performance metrics to assess risks and develop improvement plans.
• Advanced Technical Support & Customer
  
  Collaboration:
  
  Provides end‑to‑end technical analysis and solutions for complex issues, including device support, account administration, and usage training.
• Team Training, Onboarding & Knowledge Management:
  Guides onboarding, cross‑training, and contributes to maintaining knowledge base articles.
• Workload Management & Escalation Oversight:
  Balances workload, prioritizes tickets, and monitors escalation while maintaining high customer satisfaction.
• IT Asset Management & Inventory Control:
  Contributes to accurate agency‑wide asset management through inventory audits.

Minimum Qualifications

• Graduation from an accredited four‑year college or university with major coursework in information technology, computer science, business, or a related field.
• At least four (4) years of progressively responsible experience in information technology support.

Preferred Qualifications

• Experience leading or coordinating Service Desk or IT support teams in a fast‑paced environment.
• Experience using IT Service Management tools such as Service Now or Ivanti.
• Experience monitoring and analyzing service desk performance, including ticket trends and customer satisfaction metrics.
• Experience supporting end‑user environments, including hardware, software, account management, and basic network troubleshooting.
• Experience contributing to knowledge base development, process improvement, or service delivery enhancements.
• Relevant certifications such as ITIL Foundation, CompTIA A+, Network+, Service Now.

• Knowledge of ITSM principles, incident/ request/problem/change management, Service Desk operations, workload prioritization, end‑user support environments, performance monitoring concepts, IT asset management, and security practices.
• Skills in coordinating daily Service Desk operations, providing advanced technical troubleshooting, analyzing service desk metrics, using ITSM and productivity tools, developing knowledge base articles, and communicating professionally.
• Abilities to lead and support Service Desk staff, manage multiple priorities, troubleshoot…