Service Desk Lead

Job Summary

Under the general direction of the Associate Controller, the Help Desk Lead provides operational leadership and day‑to‑day support for the Business and Financial Services (BFS) and Finance and Resource Management (FARM) service delivery model. The position serves as the primary coordinator for Service Now ticket intake, triage, customer support, knowledge management, and service improvement initiatives. The Service Desk Lead is responsible for ensuring timely, accurate, and customer‑focused responses to service requests while supporting the development of consistent business processes, service standards, and self‑service resources.

• 40% Service Now Administration and Ticket Management

  Provides day‑to‑day administration and coordination of Service Now requests and workflows supporting BFS and FARM services.

  • Monitor and triage incoming Service Now requests, incidents, and inquiries.
  • Assign tickets to appropriate functional teams and monitor progress through resolution.
  • Ensure service requests are routed, prioritized, and resolved in accordance with established service standards.
  • Serve as the primary point of contact for ticket escalations and customer follow‑up.
  • Monitor ticket queues, aging reports, and service metrics to identify trends and improvement opportunities.
  • Support implementation and enhancement of Service Now forms, workflows, catalogs, and reporting tools.
  • Coordinate testing and validation activities related to Service Now improvements and enhancements.
• 25% Customer Support and Service Excellence

  Promotes a positive customer experience by providing responsive support, clear communication, and consistent service delivery practices.

  • Respond to customer inquiries and provide guidance regarding BFS and FARM services.
  • Develop and maintain standard communication templates and customer response tools.
  • Ensure customers receive timely updates regarding service requests and issue resolution.
  • Identify recurring customer concerns and recommend solutions to improve service delivery.
  • Collaborate with functional teams to establish service standards and customer support expectations.
  • Support customer outreach, awareness campaigns, and service‑related communications.
• 20% Knowledge Management and Process Documentation

  Develops and maintains knowledge resources that improve service consistency, employee productivity, and self‑service capabilities.

  • Develop, maintain, and publish knowledge base articles, FAQs, procedures, and training materials.
  • Partner with subject matter experts to document business processes and service procedures.
  • Establish standards for knowledge article creation, review, and maintenance.
  • Identify opportunities to expand self‑service capabilities and reduce ticket volume.
  • Monitor knowledge article usage and recommend improvements based on customer feedback and analytics.
  • Support onboarding and training efforts related to BFS and FARM services.
• 15% Reporting, Process Improvement, and Operational Support

  Supports operational effectiveness through reporting, analysis, and continuous improvement initiatives.

  • Develop and maintain service delivery dashboards and operational reports.
  • Analyze ticket data, service trends, and customer feedback to identify opportunities for improvement.
  • Recommend process improvements that enhance efficiency and customer satisfaction.
  • Support implementation of new services, workflows, and operational initiatives.
  • Participate in special projects related to service delivery, customer experience, and business process improvement.
  • Provide recommendations to leadership regarding service performance, resource needs, and operational priorities.

• Bachelor’s degree in a related area and / or equivalent experience / training.
• 1–3 years demonstrated experience in ticket management, triage, and workflow administration within the Service Now platform.
• 1–3 years strong background in customer support, with a proven ability to manage escalations and maintain high service standards.
• 1–3 years proven experience creating, maintaining, and publishing knowledge base articles, user guides, and standard operating procedures.
• 1–3 years ability to…