HENSEL PHELPS · 15 hours ago
Senior IT Operations Engineer - Service Desk Lead
Greeley, CO
Full-time
Onsite
Mid, Senior Level
$87K/yr - $96K/yr
4+ years expHensel Phelps specializes in building development, construction, and facility services. The Service Desk Lead’s role is to coordinate and guide Service Desk operations, ensuring consistent service delivery and supporting continuous improvement initiatives.
Construction
Responsibilities
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 ServiceDesk readiness through documented knowledge articles, defined support processes, team training, and validated procedures prior to go-live
Create and maintain documentation as it relates to Service Desk configuration, processes, and service records
Develop, implement, and maintain policies, procedures, and associated training plans for Service Desk operations and end-user support
Lead in the development and implementation of policies for end-user device management, including maintenance of device inventory, related documentation, and technical specifications information
Conduct research on IT products, services, protocols, and standards to remain abreast of developments in the technology industry
Oversee new and existing end-user hardware and software upgrades
Interact and negotiate with vendors, outsourcers, and contractors for IT products and services
Plan and implement any improvement, modification, or replacement of end-user support components
Lead in the development and implementation of policies, procedures, and associated training for IT resource administration and appropriate use
Supervise daily Service Desk operations to ensure smooth and reliable function for fulfilling business objectives and processes
Monitor Service Desk performance and troubleshoot problem areas as needed
Oversee installation, configuration, maintenance, and troubleshooting of end-user workstation hardware, software, and peripheral devices
Ensure proper operation and support of end-user computing and collaboration technologies
Practice end-user asset management, including maintenance of device inventory and related documentation and technical specifications information
Monitor and report on Service Desk performance metrics
Participate in managing end-user security controls
Manage and/or provide guidance to junior members of the team
Qualification
Required
Formal Education & Certification: College diploma or university degree in the field of computer science with 4+ years of work experience or 8+ years equivalent work experience supporting Service Desk or end-user environments
Ability to lead a team of IT support personnel and Service Desk–related initiatives
Extensive hands-on technical knowledge of end-user computing systems, operating systems, and standard enterprise applications
Strong knowledge and experience with Microsoft Azure Active Directory Services, Windows operating systems, Office 365, and endpoint management tools
Hands-on experience and current knowledge of end-user support and IT Service Management tools
Extensive client-side and operating system experience, including workstation imaging and deployment tools
Experience working in a standardized enterprise desktop environment
Hardware, software, and connectivity troubleshooting experience
Working technical knowledge of end-user hardware and peripheral devices
Skilled at supporting and configuring end-user systems and applications
Knowledge of endpoint security software and security controls
Knowledge of current CMMC standardization and policies is a plus
Knowledge of applicable data privacy practices and laws
Construction industry software knowledge in products such as Autodesk-BIM Modeling, scheduling tools Asta & Oracle P6, Bluebeam PDF, and Onscreen Takeoff a plus
Good working knowledge of Microsoft software, including SharePoint, Azure, Exchange, Intune, and Teams
Telephony knowledge of Poly, Crestron, and AMX room AV systems is a plus
Strong interpersonal, written, and oral communication skills
Able to conduct research into technology issues and products as required
Ability to present ideas in user-friendly language
Highly self-motivated and directed, with keen attention to detail
Proven analytical and problem-solving abilities
Able to effectively prioritize tasks in a high-pressure environment
Strong customer service orientation
Experience leading a team-oriented, collaborative environment
Preferred
Certifications in ITIL preferred
Benefits
Company-paid medical insurance
Life insurance
Accidental death & dismemberment
Long-term disability
401(K) retirement plan
Health savings account (HSA) •(HSA not available in Hawaii)•
Employee assistance program (EAP)
Employee-paid enrollment in vision and dental insurance
Paid time off beginning upon hire
Annual bonus plan, subject to company and employee performance
Company cell phone or cell phone allowance in accordance with company policy
Vehicle or vehicle allowance in accordance with Hensel Phelps’ policies
Cost-of-living adjustment (COLA) may also be included (subject to periodic review and adjustment)
Company
HENSEL PHELPS
Hensel Phelps Construction is a general contractor with a range of projects including construction and renovation.
5001-10000 employees
H1B Sponsorship
HENSEL PHELPS has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (7)
2023 (7)
2022 (7)
2021 (3)
2020 (3)
Funding
Current Stage
Late StageLeadership Team
Michael Choutka
Chairman and Chief Executive Officer
Jennifer Scholz
Chief Financial Officer
Recent News
2026-01-07
2026-01-06
Company data provided by crunchbase