IT Service Desk Lead

Compensation: $41.00-$45.00 hourly*

Dudek’s journey began in 1980 with a vision to serve Southern California’s water and wastewater agencies.

Today, we are a 100% employee‑owned firm supporting clients nationwide and delivering projects that improve and protect the built and natural environments of communities throughout the United States. Our work has been recognized by leading industry organizations, and we’ve been honored with multiple national Top Workplace Awards.

Our employee‑owners are unified by a singular commitment to supporting projects that address key societal issues, such as the transition to renewable energy, infrastructure hardening and repair, environmental protection, and community resilience.

Learn more about our award‑winning culture
, the benefits and perks of being a Dudekian, and the projects you will have the opportunity to shape.

As an employee‑owner
, you embrace accountability, working safely, and collaboration while thinking resourcefully and independently.

Like all Dudekians, you are curious and solution‑oriented
, with the ability to adapt quickly to changes and approach challenges with a spirit of innovation
.

The IT Service Desk Lead position will lead the Dudek IT Service Desk staff as the team provides Dudek with excellent customer service for all their technology needs. This role supports requests and incidents as well as defining, implementing and monitoring IT Service Desk policies, procedures, best practices and key performance indicators to continuously improve IT support services.

• Responsible for upkeep of IT Infrastructure Library (ITIL) processes, including IT incident Management, IT Service Management, IT Problem Management and IT Asset Management.
• Responsible for identifying Service Desk process improvement opportunities, process mapping and related documentation, communication of new processes to applicable stakeholders.
• Participate in the development of appropriate actionable plans, including the definition of a new and/or improvement of existing processes. This includes detailed tactical steps to drive the changes desired with clearly defined success criteria.
• Conduct research on emerging products, services, protocols and standards in support of IT Service Management (ITSM) best practices. Responsible for working with other IT leads to ensure changes to applications, infrastructure and other IT services are supported properly.
• Responsible for providing input into hiring and developing Service Desk talent.
• Oversees the processing of incoming incidents to ensure courteous, timely and effective resolution of end user issues.
• Ensures that ITIL processes are defined, understood, and adhered to.
• Ensures that relevant statistics and dashboards are compiled and continually updated to show the health of the ITIL processes and level of customer service support.
• Responsible for the ITSM tooling configuration and ensuring the tool supports our processes.
• Promotes the creation and curation of knowledge documentation with the goal of increasing the end user’s ability to access relevant information to self‑solve common issues.
• Responsible for problem management root cause analysis documentation and reporting. Analyze problem data to identify key points of failure and partner with problem stakeholders to identify solutions to prevent problems from reoccurring.
• Provide support for incidents and request management and balance to multitask in a fast paced environment.
• Resolve technical issues with operating systems, hardware, software, and network connectivity. Answers end‑user technology questions and provides general information regarding departmental computing policies and service agreements.

• College degree in the field of Computer Science or like and/or 2‑year associate degree in a Technical Field and 6+ years of work experience.
• Demonstrated depth and breadth in IT Service Management functions, including but not limited to Incident Management, Problem Management, Knowledge Management, Service Requests and Outage Response/Resolution.
• Strong interpersonal, written and oral…