Location: US:CO:BOULDER

Department: Information Technology

Position Title: IT Service Desk Lead

Position Start Date: August 3, 2026

Position Type: Professional Technical

FTE: 1.0 - 40 hours per week - Regular, ongoing

Work Schedule: 261 Days - 12 Months

Salary Range:$72,087 - $108,131

Closing Date: July 30, 2026

Summary:

The IT Service Desk Lead plays a key role in enhancing the effectiveness, efficiency, and adaptability of the IT Service Desk. This position combines operational support, knowledge management, and continuous improvement responsibilities, with a focus on leveraging automation and AI-driven solutions. This role serves as a primary resource for Service Desk staff, provides coverage during high-demand periods.

Responsibilities:

• Analyze workflows and implement process improvements, automation, and AI-enabled solutions to improve service efficiency, productivity, and customer experience.
• Develop, maintain, and improve knowledge management resources, including documentation, standard operating procedures, and knowledge base content to support consistent, efficient service delivery.
• Provide advanced technical support and operational guidance to maintain service levels, including assisting during peak periods and staffing gaps, resolving complex and high-impact issues, serving as a technical resource to team members, supporting onboarding and training efforts, and promoting adherence to established processes, documentation standards, and best practices.
• Perform other duties as assigned.

Qualifications:

Required:

• 3-5+ years of experience in an IT Service Desk or technical support environment
• Strong understanding of IT service management principles (e.g., incident, request, and problem management)
• Experience creating and maintaining technical documentation and knowledge bases
• Demonstrated ability to analyze processes and implement improvements
• Excellent communication and interpersonal skills

Preferred:

• Bachelor's degree in Computer Science, Computer Information Systems, or other technology-related field
• Experience with ITSM tools (e.g., ServiceNow, Jira Service Management, Freshservice, etc.)
• Prior experience in a lead or senior support role
• ITIL Foundation or similar certification

Salary Information:

Salary Placement varies according to experience and education.

*Pay range listed above is for employees newly hired to BVSD or current BVSD employees that are new to the employee group (existing employees currently in this unit please refer to the pay range on the appropriate salary schedule).

BVSD engages in a salary placement process vs. a salary negotiation process. This information is provided in compliance with the Colorado Equal Pay for Equal Work Act and is the company's good faith and reasonable estimate of the compensation range and benefits offered for this position. The compensation offered to the successful applicant may vary based on factors including experience and education. All salaries are set by Human Resources based on a review of qualifications compared to the requirements on the job description; therefore listing all related education and experience on your application is recommended.

Application and Selection Procedure:

• External Candidates: Apply on-line at jobs.bvsd
• Current BVSD Employees: Must apply through the INFOR portal
• If you do not have internet access, a computer is available in the Human Resources Division, Education Center, 6500 E. Arapahoe, Boulder, Colorado.
• Applications are reviewed to match candidates with position qualifications, with a limited number selected for interviews. For the final selection, employment is contingent upon successful completion of the post-offer screening process, including a background check and possible medical examination.

Benefits & Eligibility:

Boulder Valley School District is proud to offer eligible employees excellent benefits which may include:

• Free high-quality Health and Dental Coverage
• Vision Coverage
• Supplemental Life Insurance
• Employee Assistance Program
• Personalized Benefits
• Identity Theft Protection
• Flexible Spending Plans
• Retirement Savings Plans
• EcoPass

Please see our Benefits Page for information on the benefits we offer and eligibility information.