MERS / Goodwill · 3 hours ago
IT Service Desk Team Lead
St Louis, MO
Full-time
Onsite
Mid, Senior Level
2+ years expMERS/Missouri Goodwill Industries is seeking an energetic and self-motivated IT Service Desk Team Lead to join their Management Information Systems team. The role involves providing daily direction to Service Desk Analysts and Field Technicians, managing schedules, and ensuring adherence to service level agreements while fostering a culture of continuous learning and accountability.
CharityEmploymentNon ProfitTraining
Responsibilities
Provide daily directions to Service Desk Analysts and Field Technicians. Foster a culture of accountability and continuous learning including those that work out of the Kansas City office
Conduct regular 1:1 meetings, provide real-time coaching, and identify training gaps. Assist with the completion of employee performance review by providing data and feedback for team members
Manage Service Desk staff schedules and on-call rosters to ensure coverage during store business hours. Monitor field techs workload and ensure they are adhering to Resolution SLA’s. Prioritize tickets for them that have urgency compared to others and track various project progress of items they are working on
Be available during non-standard business hours as a POC for on-call staff that needs assistance via phone or MS Teams chats
Provide feedback on ticket trends that may require a further investigation to prevent recurrence
Regularly audit Jira tickets to ensure Service Desk staff are following Ticket Quality requirements
Assist in various IT related projects as it applies to Service Desk support
Assist in the management of the Service Desk knowledgebase to ensure content remains current and up-to-date and adding/removing content as needed
Assist with tracking of hardware stock and submitting equipment requests when needed to backfill stock or other required hardware. This may in the future involve Asset Tracking software
Utilize Jira Query Language (JQL) to build custom filters, dashboards, and reports for tracking team KPIs (e.g., Ticket Volume, Breached SLAs, MTTR)
Perform intermediate administration of workflows (transitions, statuses, and screens). Configure Automation rules to reduce manual effort (e.g., auto-assigning tickets, auto-closing resolved tickets, sending notifications)
Act as the technical escalation point for complex incidents. Act as the Incident Manager for the Service Desk and send Critical Notification emails during major events
Work collaboratively with our vendors to resolve issues pertaining to their software/hardware
Enforce standard Incident life-cycle management within Jira. Ensure tickets are not left in 'Pending' or 'In Progress' states without regular updates
Other duties as assigned
Qualification
Required
A minimum of two years of experience working in an IT Service Desk environment
At least two years of hands-on experience in Jira Service Management
Strong technical proficiency with Active Directory, Office 365, and general infrastructure troubleshooting
Strong communication skills to effectively explain process changes to non-technical stakeholders and clearly outline expectations to Service Desk staff
Analytical thinking, including the ability to interpret Jira dashboard data to support staffing and process decisions
Physical ability to climb ladders, lift up to 45 pounds safely, and remain on one's feet for multiple hours
Occasional travel to store and office locations for incident resolution and pre-checks for Board Meetings
Preferred
Jira experience should include writing JQL queries, creating automations, managing screens, fields, and schemes, and configuring Service Level Agreements (SLAs) and calendars
An ITIL Foundation certification (v3 or v4) is highly preferred
Demonstrated ability to apply ITIL methodologies by mapping Incident, Request, and Change processes to Jira workflows
Benefits
Individual and family medical benefits for full-time employees working 30 or more hours per week.
Individual and family dental and vision benefits on the first of the month following the hire date for employees working 20 or more hours week.
Voluntary Life and AD&D Insurance on the first of the month following the hire date for employees working 20 or more hours per week.
403(B) Retirement on date of hire for employees working 20 or more hours per week.
403(B) Retirement + Employer Match after one year of employment for employees working 20 or more hours per week.
401(A) Retirement on date of hire for employees working 20 or more hours per week.
PTO Accrual up to 15 days based on hours worked.
Employee store discount
Paid holidays
Flexible Schedules
Career Growth Opportunities
Company
MERS / Goodwill
Our mission: Changing lives through the power of work.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$2MKey Investors
U.S. Department of Labor
2023-01-10Grant· $2M
Leadership Team
Mark Arens
Chief Executive Officer
Recent News
Startland News
2025-10-23
Goodwill Industries
2025-04-29
Goodwill Industries International
2025-04-29
Company data provided by crunchbase