MERS / Goodwill · 3 hours ago
Information Technology Service Desk Team Lead
St Louis, MO
Full-time
Onsite
Mid, Senior Level
2+ years expMERS / Goodwill is seeking an IT Service Desk Team Lead responsible for overseeing the daily operations of the Service Desk team and Field Technicians. The role includes mentoring staff, ensuring SLA adherence, and driving continuous improvement through ITIL methodologies and Jira workflow enhancements.
CharityEmploymentNon ProfitTraining
Hiring Manager
Ken Maier
Responsibilities
Provide daily directions to Service Desk Analysts and Field Technicians
Conduct regular 1:1 meetings, provide real-time coaching, and identify training gaps
Manage Service Desk staff schedules and on-call rosters to ensure coverage during store business hours
Be available during non-standard business hours as a POC for on-call staff that needs assistance via phone or MS Teams chats
Assist with the interviewing and selection of new staff as needed
Lead the onboarding process for new hires, ensuring they are proficient in MERS Goodwill IT processes and best practices, IT Tools, Jira ticket handling and navigation
Assist with tracking of hardware stock and submitting equipment requests when needed to backfill stock or other required hardware
Maintain Service Desk project, ensuring queues are regularly monitored for SLA adherence
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)
Manage project roles, permissions, and groups to ensure appropriate access security
Maintain the Knowledge Base in Confluence, ensuring seamless integration with Jira Service Management for 'article popping' and self-service
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
Enforce standard Incident life-cycle management within Jira
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 in the training of new hires and the standardization and upkeep of a training checklist
Qualification
Required
2 years of experience in an IT Service Desk environment
2+ years of hands-on experience with Jira Service Management
Writing JQL queries
Creating automations
Managing Screens, Fields, and Schemes
Configuring Service Level Agreements (SLAs) and Calendars within the tool
Strong working knowledge of Active Directory, Office 365, and general infrastructure troubleshooting
Ability to explain process changes to non-technical stakeholders as well as to clearly outline expectations to Service Desk staff
Ability to interpret data from Jira dashboards to make staffing or process decisions
Ability to climb ladders, lift up to 45 lbs safely and stay on feet for multiple hours at time
Ability to travel to store and office locations occasionally for incident resolution or performing pre-checks for Board Meetings
Preferred
ITIL Foundation Certification (v3 or v4) is highly preferred
Demonstrated ability to map ITIL processes (Incident, Request, Change) to Jira workflows
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
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