Service Desk Lead Technician

Description

Let’s Do great things—Together

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.

Why This Role Matters

As a Service Desk Lead 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.

What You’ll Do

• Provide day-to-day leadership and direction for the Tier 1 Service Desk team while actively contributing to frontline technical support.
• Oversee ticket intake, assignment, prioritization, and follow-up to ensure timely issue resolution and service level expectations are met.
• Directly supervise Service Desk Technicians, including coaching, mentoring, and providing performance feedback.
• Ensure consistent application of service desk processes, procedures, and support standards.
• Monitor team workloads and ticket volumes to balance resources and maintain efficient service delivery.
• Monitor ticket quality, resolution effectiveness, and customer service standards.
• Troubleshoot and assist with escalated Tier 1 issues as needed.
• Escalate complex or unresolved issues to Tier 2 or Infrastructure teams as appropriate.
• Partner with the Service and Support Manager to identify recurring technical issues and service trends.
• Recommend and implement process improvements to improve efficiency, consistency, and user experience.
• Support the development and maintenance of service desk procedures, documentation, and knowledge resources.
• Promote a collaborative, accountable, and client-focused service desk environment.

Requirements

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, OneDrive, 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.
• Demonstrated ability to coach, mentor, and support other Service Desk team members while remaining actively engaged in day-to-day technical support.
• 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 and leadership responsibilities.

What will make you stand out

• 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 Entra ID, Windows Autopilot, and Microsoft 365 administration.
• Experience working within an ITSM platform and using ticket trends, service metrics, knowledge management, or process improvement to strengthen Service Desk operations.
• Experience supporting technology in a professional services, architecture, engineering, construction, or similarly complex environment with specialized applications and distributed office locations.

Our Commitment to You

Great work happens when you feel secure in your future, confident in your support, and trusted to grow. That’s why our benefits support your health, financial stability, and life beyond work — including medical, dental and vision coverage, paid time off and holidays, 401(k) retirement savings, disability protection, wellness incentives, and flexibility. When we succeed, you share in that success. Guided by truth, trust, mentoring, and care, we’re committed to helping you build a lasting career.

Who We Are

Shive-Hattery is a privately held architecture and engineering consulting firm with design offices across the United States. Here, you’ll work alongside multidisciplinary teams delivering integrated design solutions for clients across industries. You’ll contribute to meaningful projects guided by our principle to design what matters and make our world a better place. You’re looking to build something great. So are we.

Shive-Hattery is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.

This position is primarily performed in an office or hybrid environment and may require travel to project sites, other Shive-Hattery office locations or to meet with clients. A full clean driver’s license is required. The role involves sitting, standing, and working at a computer for extended periods. May also require lifting light to medium weight objects of up to 50 lbs., the wearing of PPE and navigating active construction sites. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this role.

U.S. Citizen, U.S. Person, or Immigration Status Requirements:

We are unable to provide visa sponsorship now or in the future. Candidates must have current and ongoing authorization to work in the United States without employer sponsorship.

If this role sounds like a fit for your skills and interests, we’d love to hear from you. Apply today and help us design what matters to make the world a better place. Interested applicants should submit their cover letter, resume, and portfolio for consideration. If you are unable to submit your portfolio due to size constraints, please include a link to your portfolio in your cover letter.

Notice to Recruiters and Staffing Agencies:

To protect the interests of all parties, Shive-Hattery and its partners will not accept unsolicited candidate submissions from a recruiter or staffing agency who is not operating under an executed recruiting or staffing services contract with Shive-Hattery. Please do not contact our employees directly in that regard or otherwise submit unsolicited candidate information in any form.