Service Desk Lead - OIT Internal; Remote From

Department Information

Together, we innovate for a stronger Colorado.

The work of employees at the Governor's Office of Information Technology (OIT) is challenging and diverse because the needs of agencies, customers and Coloradans constantly evolve. But our focus never changes: improve the lives of all Coloradans through innovation and collaboration. We're building one of the nation's leading government IT organizations by reimagining how we support agencies, building first-of-their-kind applications, and creating an inclusive, collaborative culture, together.

Join us in the important work of providing equitable access to services.

Watch this video to learn more about how we're Serving People. Serving Colorado.

OIT ONLY RECRUITMENT
:
This recruitment is open only to current employees of the Office of Information Technology for the State of Colorado. Contractors currently engaged at OIT do not qualify as employees.

IMPORTANT NOTE: Please review your application to ensure completion. For the most equitable applicant experience, OIT’s hiring team considers only the contents of your application to review your qualifications. Please do not include any attachments (such as resume or cover letter) with your application as these items are not used by OIT’s hiring team.

Do you want to contribute to the technological advancement of our beautiful state? At OIT, we’re delivering Coloradans the technology that powers the services they rely on. The Service Desk Work Lead supports that mission by leading their colleagues in the day-to-day operations. If you have excellent communication skills, are a leader with the ability to motivate others, and are excited to collaboratively lead the work and support of the Service Desk, apply today for the chance to put that passion into the state you love.

As our new Service Desk Work Lead
, you will manage tickets, review work assignments and procedures, and document standards of operation. You will monitor daily activities, ensuring all requests are responded to in a timely manner. As a point of escalation for Service Desk agents, you will execute related tasks as assigned by a Service Desk Supervisor and/or Manager. In this role, you will advise, teach, and guide Service Desk team members.

• Advise and assist with work techniques, best practices, and subject matter expertise to coworkers and teams across OIT.
• Provide day-to-day guidance to peers in technical areas, skill-level development, training, and policy and procedure overview.
• Lead daily activities of team members, with shared responsibility for team work product.
• Navigate urgent and complicated support issues; elevate large-scale incidents and liaise within other OIT areas.
• Make assignments and distribute workload.
• Provide input to managers for the purposes of performance reviews.
• Promote a collaborative, enterprise support mindset.

Minimum of five (5) years of professional experience in an occupational field related to the work assigned to the position, including previous experience in a professional service desk or desktop support environment.

• Additional appropriate education will substitute for the required experience on a year-for-year basis, but cannot completely substitute for these qualifications.
• Training or Certification related to the work assigned to the position will be assigned credit towards substitution for experience and/or education, but cannot completely substitute for these qualifications.
• If the minimum qualifications include a degree requirement, additional appropriate paid or unpaid experience will substitute for the required education on a year-for-year basis.

• Experience working and communicating with public customers.
• Government work experience.
• Previous leadership exposure.
• Previous training from Help Desk Institute (HDI).
• ITIL Foundation Certification.
• A+ Certification.

OIT employees must comply with any screening procedures in place at state agency locations where they might perform work.

A pre-employment background check will be conducted as part of the selection process.…