Wipfli
Role Summary
The Service Desk Lead (Engineer II) is a pivotal member of our IT Service Desk team, responsible for managing day‑to‑day ticket queues, driving continuous improvement, and supporting service desk operations. This role enhances operational efficiency, improves ticket quality, and supports team training and documentation efforts. The Service Desk Lead acts as a mentor, facilitates daily operations, and leads initiatives to improve customer satisfaction and team performance.
Responsibilities
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.
Required Qualifications
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.
Preferred
Bachelor’s degree in a related field.
Experience with ITIL concepts.
Certifications in Microsoft 365, Azure, ITIL, Networking.
Skills & Abilities
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.
Application Process Damian Kauffman, from our recruiting team, will be guiding you through this process. Visit his LinkedIn page to connect!
EEO Statement Wipfli is an equal opportunity/affirmative action employer. All candidates will receive consideration for employment without regards 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.
Accommodations Wipfli is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or participate in our recruiting process, please send us an email at hr@wipfli.com.
Compensation The estimated base pay range for this role is $60,000 to $81,000 with offers typically not made at the maximum, allowing for future salary increases. The actual salary at the time of offer depends on business‑related factors like location, skills, experience, training/education, licensure, certifications, business needs, current associate pay, and relevant employment laws.
Benefits Wipfli offers a variety of benefits, including health, dental, vision plans, HSA coverage, Employee Assistance Program, life insurance, disability coverage, 401(k) savings plan with profit sharing and firm matching contribution, well‑being incentive, education & certification assistance, flexible time off, family care leave, parental leave, cell phone reimbursement, travel rewards, and voluntary insurance options.
#J-18808-Ljbffr
Responsibilities
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.
Required Qualifications
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.
Preferred
Bachelor’s degree in a related field.
Experience with ITIL concepts.
Certifications in Microsoft 365, Azure, ITIL, Networking.
Skills & Abilities
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.
Application Process Damian Kauffman, from our recruiting team, will be guiding you through this process. Visit his LinkedIn page to connect!
EEO Statement Wipfli is an equal opportunity/affirmative action employer. All candidates will receive consideration for employment without regards 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.
Accommodations Wipfli is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or participate in our recruiting process, please send us an email at hr@wipfli.com.
Compensation The estimated base pay range for this role is $60,000 to $81,000 with offers typically not made at the maximum, allowing for future salary increases. The actual salary at the time of offer depends on business‑related factors like location, skills, experience, training/education, licensure, certifications, business needs, current associate pay, and relevant employment laws.
Benefits Wipfli offers a variety of benefits, including health, dental, vision plans, HSA coverage, Employee Assistance Program, life insurance, disability coverage, 401(k) savings plan with profit sharing and firm matching contribution, well‑being incentive, education & certification assistance, flexible time off, family care leave, parental leave, cell phone reimbursement, travel rewards, and voluntary insurance options.
#J-18808-Ljbffr