Description
Organization:
The IT Help Desk Support - Level 3 reports directly to the IT Department Manager. This role serves as the senior escalation point for the IT Help Desk and owns day-to-day operation of the IT service desk and the service desk(s) supporting the Software team.
Summary:
As the Level 3 IT Help Desk, you will be responsible for the overall health and performance of the company's service desks. In addition to performing all Help Desk Support duties, you will resolve the most complex technical issues escalated from Level 1, manage every facet of the IT service desk and the Software team's service desk(s), mentor Help Desk staff, and independently execute assigned projects from kickoff to completion while keeping leadership informed of progress and roadblocks along the way.
Essential Functions:
Service Desk Management (IT and Software Team)
• Own all facets of the IT service desk and the Software team's service desk(s) in Jira Service Management, including queues, request types, workflows, SLAs, priorities, categories, and automation rules.
• Monitor queue health daily across all service desks; ensure tickets are triaged, assigned, and resolved within SLA, and intervene on aging or at-risk tickets.
• Partner with Software team leads to define intake, triage, and routing rules so requests reach the right developers with complete information, and keep that desk aligned with department standards.
• Establish and maintain ITSM processes for incident, service request, problem, and change management based on ITIL practices.
• Produce recurring service desk reports and dashboards (volume, SLA attainment, backlog, resolution time, satisfaction) and recommend improvements based on trends.
• Perform problem management on recurring issues: identify root cause, document findings, and drive permanent fixes rather than repeat workarounds.
Escalation and Advanced Technical Support
• Serve as the senior escalation point for issues Level 1 cannot resolve, taking ownership through resolution or coordinated hand-off.
• Troubleshoot and resolve complex issues across Windows and macOS endpoints, Microsoft 365, Exchange Online, Active Directory, and network connectivity (Wi-Fi, switching, DNS, DHCP) in both the Office and Warehouse.
• Perform user, group, mailbox, licensing, and access administration within Active Directory and Microsoft 365 according to department standards.
• Respond to monitoring alerts, investigate root cause, and follow through on remediation.
• Coordinate escalations with external managed service and security providers and with vendors, tracking those cases to closure in the service desk.
Project Execution and Reporting
• Accept assigned, pre-defined projects and act on them independently, including planning tasks, milestones, and dependencies.
• Provide regular status updates throughout each project covering progress, risks, and roadblocks, and escalate blockers as soon as they are identified rather than at completion.
• Deliver projects on schedule, document the outcome, and hand off completed work with supporting documentation.
• Participate in daily SCRUM to report progress, identify blockers, and collaborate with the team.
Team Leadership and Knowledge Management
• Mentor and train Level 1 Help Desk staff; review ticket quality and coach on troubleshooting, documentation, and customer communication to reduce escalation volume.
• Own the service desk knowledge base: create, review, and retire articles using department standards, and identify documentation gaps from ticket trends.
• Develop self-service content and request forms that allow users to resolve or correctly submit common requests.
Core Help Desk Duties
• Deliver on-site technical support for desktops, laptops, mobile devices, printers, and various peripherals.
• Configure and install PCs, Macs, network cabling, and first/third-party software, including Windows 11 deployments.
• Install, maintain, update, and troubleshoot software such as Microsoft 365 applications, browsers, and other productivity tools.
• Document troubleshooting steps, refine the existing knowledge base, and create new documentation using department standards.
Requirements
Required
• 4+ years of IT support experience, including 2+ years in a Level 2/Level 3 or senior support role handling escalations.
• Hands-on administration of an ITSM platform, including queues, workflows, SLAs, and automation (Jira Service Management strongly preferred).
• Strong working knowledge of Active Directory, Microsoft 365, and Exchange Online administration.
• Advanced troubleshooting of Windows 10/11 and macOS, plus networking fundamentals (TCP/IP, DNS, DHCP, VLANs, Wi-Fi).
• Demonstrated ability to run projects independently and communicate status, risks, and blockers clearly to leadership.
• Excellent written and verbal communication, with the ability to explain technical issues in plain language.
Preferred
• Experience leading, mentoring, or training help desk staff.
• Experience supporting a software or development team's service desk.
• Microsoft Entra ID and Intune/Autopilot endpoint management experience.
• PowerShell scripting for automation and administration tasks.
• Familiarity with Confluence or similar knowledge-management platforms.
• Certifications such as ITIL 4 Foundation, CompTIA A+/Network+/Security+, or Microsoft MD-102/MS-102.
• Experience supporting warehouse or distribution environments (scanners, label printers, shop-floor devices).
Basis for Evaluation:
• SLA attainment, backlog health, and resolution times across the IT and Software team service desks.
• Volume, accuracy, and timely completion of escalated tickets, including proper categorization, documentation, and root-cause follow-through.
• Reduction in repeat incidents and Level 1 escalation volume through problem management, training, and knowledge-base improvements.
• Project delivery: on-time completion, quality of outcomes, and consistency of status updates, with roadblocks raised early rather than at completion.
• Quality of customer service delivered, measured through feedback scores, communication clarity, and overall user satisfaction.
• Accuracy and usefulness of service desk reporting and the improvements driven from it.
• Adherence to system monitoring duties, ensuring proactive identification of issues, responsiveness to alerts, and effective remediation.
