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 BD+C, 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 Lead’s 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 Service Desk 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 Desk–related 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…