Engineer II, Service Desk Lead

Join to apply for the Engineer II, Service Desk Lead role at Wipfli

At Wipfli, people count. We believe in flexibility, focus on relationships, and encouraging each individual to follow their own path. For those looking to make a difference, Wipfli offers a career-defining opportunity.

The Service Desk Lead (Engineer II) is a pivotal member of our IT Service Desk team. Responsibilities include managing day-to-day ticket queues, driving continuous improvement, supporting service desk operations, enhancing operational efficiency, improving ticket quality, and supporting team training and documentation. The Lead acts as a mentor, facilitates daily operations, and leads initiatives to improve customer satisfaction and team performance.

• Oversee daily ticket assignment, queue management, and routing to appropriate teams.
• Resolve case escalations as needed.
• Facilitate daily scrum meetings focused on ticket and phone metrics.
• Develop and maintain best practice guides and training materials (e.g., ticket QRGs, phone call templates, onboarding documentation).
• Perform tasks in the Continuous Improvement Register and lead Tier 2 meetings.
• Manage escalation train-backs and ensure documentation is captured.
• Coordinate field dispatch operations as needed.
• Assist with ticket quality audits and provide technician feedback.
• Lead problem management and continuous improvement efforts, focusing on response and resolution metrics.
• Own monthly ticket trending metrics to identify problem areas.
• Mentor and provide feedback to Service Desk team members.
• Support the sales process and contribute to research and development efforts for innovative solutions.

• Bachelor’s degree or equivalent combination of education and experience.
• 3+ years of job-related experience or 3+ years of private industry experience in a relevant technical area.
• Actively pursuing or holding relevant technical certifications.

• Bachelor’s degree in a related field.
• Experience with ITIL concepts.
• Certifications in Microsoft 365, Azure, ITIL, Networking.

• Strong planning, prioritization, and organizational skills.
• Ability to work under pressure and meet deadlines.
• Adaptability to changing schedules, demands, and priorities.
• Excellent written, verbal, and presentation skills.
• Proficiency in Microsoft 365 applications, MS Azure, and networking.
• Initiative, results orientation, and teamwork.
• Self-awareness, influence, learning agility, and inclusive thinking.
• Commitment to Wipfli’s strategic vision, mission, and values.

Damian Kauffman from our recruiting team will guide you through this process. Connect via Linked In.

Wipfli is an equal opportunity/affirmative action employer. All candidates receive consideration for employment without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other characteristics protected by federal, state, or local laws. Wipfli commits to providing reasonable accommodations for people with disabilities. If you require an accommodation, email

Wipfli offers a comprehensive benefits package, including 8 health plan options (HMO & PPO), dental and vision coverage, HSA enrollment with potential firm contribution, Employee Assistance Program, basic life, short and long-term disability, 401(k) with profit share and firm matching, well‑being incentives, education and certification assistance, flexible time off, family care leave, parental leave, family formation benefits, cell phone reimbursement, travel rewards, and optional voluntary benefits such as critical illness, hospital indemnity, legal, long‑term care, pet insurance,  protection, and supplemental life/AD&D.

Eligibility depends on annual hours, position status, level, and location. Many positions are remote‑eligible.

Wipfli is a licensed independent CPA firm providing attest services and tax and business consulting. Wipfli Advisory LLC and its subsidiaries are not CPA firms.

Mid‑Senior level

Full‑time

Information Technology

Business Consulting and Services