Service Desk Architect
Listed on 2026-07-09
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IT/Tech
Systems Administrator, HelpDesk/Support, IT Support
Role Overview
As a Service Desk Knowledge Architect, you will lead the IT knowledge management strategy and serve as the technical lead for the service desk team. You will oversee the creation, maintenance, and improvement of knowledge articles, support documentation, and self‑service resources to improve first‑call resolution and customer experience.
What You Will DoProvide technical leadership and day‑to‑day guidance to service desk analysts, act as an escalation point for complex incidents, train and mentor staff, and drive operational consistency across IT support processes.
Why It Might Be a FitYou will work with the Service Desk Operations Manager to monitor and analyze service desk and knowledge management performance metrics, identifying trends and implementing process improvements.
Requirements- Bachelor’s degree in Computer Science, Information Technology or a related discipline
- 4+ years of experience in a similar role
- Experience with managing operational priorities, mentoring staff, handling escalations, and performing administrative tasks simultaneously
- Experience with training new hires with different levels of IT
- Paid Time Off
- 401K with Employer Match and Profit Sharing
- Health and Wellness Benefits
- Learning and Development Opportunities
- Referral Program
- Competitive Pay
- Recognition
- Employee Stock Purchase Plan
- Inclusive & Supportive Culture
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