Service Desk Coordinator

At Shive-Hattery, we believe great design starts with great people. We’re a full-service architecture and engineering firm with a legacy of collaboration, innovation, and putting people first, our clients and each other. If you’re looking for a place where your ideas matter and your growth is supported, you’ll feel at home here.

As a Service Desk Coordinator on the Technology Team with 3-5 years of experience you’ll play a key role in supporting the firm and shaping projects that make a difference—from concept through completion. You’ll collaborate with talented teammates, contribute your expertise, and help us deliver thoughtful, high-quality solutions for those we serve. This role reports to the IT Service and Support Manager.

• Provides day-to-day coordination of service desk activities while remaining an active contributor to frontline support work.
• Oversees ticket intake, assignment, and prioritization, ensures issues are resolved within service level expectations, and serves as the first escalation point for complex or unresolved service desk issues.
• Provides coaching and performance feedback, and fosters consistent application of support processes and standards
• Monitors team workload and resolution quality, identifies recurring issues, and recommends process improvements to the IT Service and Support Manager.
• Contributes to onboarding and knowledge base development for the service desk team.

You don’t need to check every box to succeed here. If your experience aligns with many of the items below and you’re excited about the work we do, we encourage you to apply.

• 3+ years of experience in IT support, service desk, desktop support, or a similar end-user technology role, with demonstrated growth in technical responsibility and problem ownership.
• Strong troubleshooting skills across Windows, Microsoft 365, hardware, software, networking, printing, mobile devices, and other common workplace technologies.
• Experience supporting Microsoft 365 technologies, including Outlook, Teams, One Drive, SharePoint, and related identity and access issues.
• Ability to take ownership of complex or escalated support issues, coordinate with other technology teams when needed, and drive issues through to resolution.
• Strong understanding of IT service management practices, including incident management, service requests, escalation, prioritization, documentation, and ticket lifecycle management.
• Ability to help coordinate daily Service Desk activities, monitor workload and priorities, and ensure urgent or high-impact issues receive appropriate attention.
• Strong written and verbal communication skills, with the ability to translate technical concepts into clear, approachable language for employees with varying levels of technical experience.
• A customer-focused mindset with good judgment, patience, professionalism, and the ability to remain effective during high-volume or high-pressure situations.
• Strong documentation habits and a commitment to building and maintaining useful knowledge articles, troubleshooting procedures, and repeatable support processes.
• Ability to recognize recurring problems, identify opportunities for improvement, and work collaboratively with other Technology teams to improve the employee support experience.
• Strong organizational skills, personal accountability, and the ability to balance individual support responsibilities with team coordination.

• Experience serving as a senior Service Desk technician, technical lead, escalation point, or mentor for other IT support professionals.
• Hands-on experience with enterprise endpoint and identity technologies such as Microsoft Intune, Microsoft…