Senior IT Service Desk Specialist

Position Title:

Senior IT Service Desk Specialist
Position Type:
Regular Full-Time
Department:
Finance & Administration (IT Services)

Location:

Washington, DC - Hybrid
Salary Range: $62,000 - $80,000 - $99,000
Corus International provides a competitive, growth-oriented, yet fiscally responsible compensation program. When determining an offer for employment, multiple factors are considered including relevant years of experience, education, skills, internal equity, and budget. Our approach is to target the minimum to midpoint for starting salaries, based on these factors. Additionally, Corus provides a comprehensive and competitive employee benefit package to protect our valued and dedicated staff and their families.

Our benefits include three medical plan options with comprehensive prescription drug coverage, low-cost dental coverage with 100% paid vision insurance. Corus also provides a generous retirement plan and PTO to include vacation, sick, holiday, parental, jury, international travel, and bereavement leave; employer-sponsored basic life/AD&D insurance; employee wellness incentives, and employee work/life balance and assistance programs.

The Senior IT Service Desk Specialist reports to the Service Desk Manager and is responsible for the day-to-day coordination of the Service Desk, supporting both Tier 1 and Tier 2 operations. This role ensures the delivery of reliable and customer-focused support across the organization by managing shift coverage, balancing ticket ques, and guiding service desk staff in alignment with established procedures and service standards.

• Administer the day-to-day service desk tool (Fresh service), ensuring accurate categorization, CI/Asset updates, and effective use of automations (forms, workflows).
• Run daily huddles, assign work during shifts, balance channels (phone, chat, portal, email), monitor SLA/OLA adherence, and escalate risks to the Service Desk Manager.
• Manage incident triage, prioritization, and escalation; coordinate with Tier 2/3 staff and vendors; and support user communications for P1/P2 playbooks.
• Perform QA checks (ticket hygiene, first contact resolution, communications quality), maintain and improve knowledge base and service catalog entries; and promote shift-left strategy.
• Capture known errors and workarounds, contribute to problem reviews, and execute standard change tasks for end-user services in accordance with established policies and procedures.
• Produce daily and weekly operational snapshots (volumes, SLA, backlog, repeat contacts) and propose improvements.
• Actively resolve Tier 1, Tier 2, and Tier 3 tickets, escalating as needed to stabilize services, address coverage gaps, and support VIP or major incident work streams.

• This position does not supervise staff.

• Bachelor's degree and three years relevant IT experience; or the equivalent combination of education and/or experience.
• Experience in queue management, major incident communications, and stakeholder handling.
• Strong knowledge of ITIL practices including Incident, Request, Problem, Change, Knowledge, Service Catalog management).
• Proficiency with standard office tools and ITSM infrastructure software.
• Proficiency with service management tools (Fresh service, M365/Teams/SharePoint, Azure AD/Entra ), endpoint management (Intune), and remote support tools.
• Clear written and verbal communication skills with the ability to convey complex information clearly and effectively to both technical and non-technical audiences.
• Ability to coach and influence others.
• Ability to troubleshoot and resolve technical issues calmly and effectively.
• Quick learner with strong retention of new information.
• Skilled in managing multiple tasks and shifting priorities in a fast-paced environment.
• Ability to work on call during evenings and weekends as needed.

• Experience working in a global NGO environment preferred.
• Scripting/automation basics (Power Automate, Power Shell) a plus.

• The physical requirements that may be needed to execute responsibilities may include bending, standing, and walking, etc.
• The mental…