Service Desk Lead

Brief Summary of Job Duties

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.

Working closely with BFS and FARM subject matter experts, the position coordinates ticket assignments, monitors service levels, develops knowledge base content, and identifies opportunities to improve operational efficiency and the customer experience. The position serves as a key resource for the implementation and ongoing enhancement of the BFS Service Now portal, helping establish a unified service delivery model across BFS and FARM.

The Service Desk Lead develops templates, standard responses, knowledge articles, training materials, and reporting tools that improve service quality, increase self‑service adoption, and reduce resolution times.

• Bachelor's degree in a related area and/or equivalent experience or training.
• 1–3 years of demonstrated experience in ticket management, triage, and workflow administration within the Service Now platform.
• 1–3 years of strong background in customer support, with a proven ability to manage escalations and maintain high service standards.
• 1–3 years of proven experience creating, maintaining, and publishing knowledge base articles, user guides, and standard operating procedures.
• 1–3 years of ability to analyze ticket data, service metrics, and aging reports to generate operational dashboards and identify trends.
• 1–3 years of demonstrated track record of identifying operational inefficiencies and recommending process improvements to enhance the customer experience.
• 1–3 years of strong collaborative skills to work effectively with subject matter experts and cross‑functional teams to coordinate ticket resolutions.

• 1–3 years of previous experience providing service desk or operational support within a business, financial, or resource management environment.
• 1–3 years of specialized training or certification in Service Now administration, portal implementation, or workflow configuration.

• This position is a career appointment, ending after 18 months of employment.
• Candidates must be legally authorized to work in the United States without the need for employee sponsorship.
• Satisfactory criminal history and background check.
• UCSB is a Tobacco‑Free environment.

• 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. Key functions include monitoring and triaging incoming Service Now requests, incidents, and inquiries; assigning tickets to functional teams; ensuring service requests are routed and prioritized according to service standards; serving as the primary point of contact for ticket escalations;
  
  monitoring ticket queues and service metrics; supporting implementation and enhancement of Service Now forms, workflows, catalogs, and reporting tools; and coordinating testing and validation activities.
• 25% Customer Support and Service Excellence – Promotes a positive customer experience by providing responsive support, clear communication, and consistent service delivery practices. Key functions include responding to customer inquiries, developing and maintaining standard communication templates, ensuring timely updates on service requests, identifying recurring customer concerns, collaborating with functional teams to establish service standards, and supporting customer outreach and communication campaigns.
• 20% Knowledge Management and Process Documentation – Develops and maintains…