Senior IT Operations Engineer - Service Desk Lead - Greeley

Position: Senior IT Operations Engineer - Service Desk Lead - Greeley, CO
Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard Cand Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.

Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.Description
About Hensel Phelps:

Founded in 1937, Hensel Phelps specializes in building development, construction, and facility services in markets ranging from aviation to government, commercial, transportation, critical facilities, and healthcare. Ranked #1 in aviation and #6 overall general contractor in 2024 by BD+C, Hensel Phelps is one of the largest employee-owned general contractors in the country. Driven to deliver EXCELLENCE in all we do and supported by our core values of Ownership, Integrity, Builder, Diversity, and Community, Hensel Phelps brings our clients' visions to life with a comprehensive approach that begins with innovative planning and extends throughout the life of the property.

Position

Description:

The Service Desk Lead's role is to coordinate and guide Service Desk operations across the operational region. This includes leading daily incident and service request activities, providing escalation support and guidance to Service Desk analysts, and ensuring consistent service delivery in alignment with established SLAs and ITIL best practices. The Service Desk Lead monitors ticket queues and service performance to identify trends and recurring issues, supports the development of knowledge and self-service resources, and contributes to continuous improvement of Service Desk processes, tools, and operational readiness.

Position

Qualifications:

This position requires expertise in Service Desk operations, replacing network-related responsibilities with a focus on the following:

Lead and coordinate daily Service Desk activities, ensuring timely resolution of incidents and service requests in alignment with established SLAs and ITIL best practices.
Provide escalation support and mentorship to Service Desk analysts, conducting quality reviews of ticket documentation and customer interactions to ensure consistent troubleshooting, service excellence, and adherence to support procedures.
Monitor ticket queues and service performance metrics, identifying bottlenecks, workload trends, and recurring issues to drive continuous improvement initiatives and optimize resource allocation.
Develop, maintain, and enforce Service Desk standards, including incident management workflows, request fulfillment processes, documentation practices, and customer communication protocols.
Analyze recurring user issues and create knowledge articles, self-service resources, and training materials to improve first-contact resolution rates and reduce repetitive ticket volume.
Participate in IT projects that introduce new or changed services, representing Service Desk supportability, operational readiness, and end-user impact considerations throughout the project lifecycle. Lead transition planning and execution for new services, ensuring Service Desk readiness through documented knowledge articles, defined support processes, team training, and validated procedures prior to go-live.

Certificates/Security Clearances/Other

Physical Work Classification & Demands:

• Light Work. Exerting up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

• The individual in this position will periodically walk, kneel, sit, crouch, reach, stoop, read/see, speak, push, pull, lift, stand, and finger/type. The frequency of each action varies by workflow and office activity.

• Walking - The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, boxes, cabinets, etc.

• Constantly operates a computer and other office machinery, such as a calculator,…