Service Desk Lead

Financial Service Analyst 3 CX

Under the general direction of the Associate Controller, the Help Desk Lead provides operational leadership and day-to-day support for the Business and Financial Services (BFS) and Finance and Resource Management (FARM) service delivery model. The position serves as the primary coordinator for ServiceNow ticket intake, triage, customer support, knowledge management, and service improvement initiatives. The Service Desk Lead is responsible for ensuring timely, accurate, and customer-focused responses to service requests while supporting the development of consistent business processes, service standards, and self-service resources.

Working closely with BFS and FARM subject matter experts, the position coordinates ticket assignments, monitors service levels, develops knowledge base content, and identifies opportunities to improve operational efficiency and the customer experience. The position serves as a key resource for the implementation and ongoing enhancement of the BFS ServiceNow portal, helping establish a unified service delivery model across BFS and FARM. The Service Desk Lead develops templates, standard responses, knowledge articles, training materials, and reporting tools that improve service quality, increase self-service adoption, and reduce resolution times.

Required Qualifications:

• Bachelor's degree in related area and/or equivalent experience/training.
• Demonstrated experience in ticket management, triage, and workflow administration within the ServiceNow platform.
• Strong background in customer support, with a proven ability to manage escalations and maintain high service standards.
• Proven experience creating, maintaining, and publishing knowledge base articles, user guides, and standard operating procedures.
• Ability to analyze ticket data, service metrics, and aging reports to generate operational dashboards and identify trends.
• Demonstrated track record of identifying operational inefficiencies and recommending process improvements to enhance the customer experience.
• Strong collaborative skills to work effectively with subject matter experts and cross-functional teams to coordinate ticket resolutions.

Preferred Qualifications:

• Previous experience providing service desk or operational support within a business, financial, or resource management environment.
• Specialized training or certification in ServiceNow administration, portal implementation, or workflow configuration.

Special Conditions of Employment:

• This position is a career appointment, ending after 18 months of employment.
• Candidates must be legally authorized to work in the United States without the need for employee sponsorship.
• Satisfactory criminal history background check.
• Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts an offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct.

Job Functions and Percentages of Time:

• 40% ServiceNow Administration and Ticket Management - Provides day-to-day administration and coordination of ServiceNow requests and workflows supporting BFS and FARM services.
• 25% Customer Support and Service Excellence - Promotes a positive customer experience by providing responsive support, clear communication, and consistent service delivery practices.
• 20% Knowledge Management and Process Documentation - Develops and maintains knowledge resources that improve service consistency, employee productivity, and self-service capabilities.
• 15% Reporting, Process Improvement, and Operational Support - Supports operational effectiveness through reporting, analysis, and continuous improvement initiatives.