About

• Description

Shive-Hattery has an immediate opening for a Service Desk Lead

• We are seeking a proactive, organized, empathetic, and client-focused Service Desk Lead—someone who excels at guiding teams, resolving IT issues efficiently, and fostering a high-performing support environment. This role is ideal for someone who enjoys leading front-line support, coaching team members, and continuously improving service desk operations.

• What You’ll Do

Your leadership will help us deliver outstanding IT support and maintain high service levels across the organization. You’ll be involved in initiatives that include

• Providing day-to-day leadership for the Tier 1 Service Desk team, while actively contributing to front-line support.
• Overseeing ticket intake, assignment, and prioritization to ensure timely resolution and adherence to service level agreements.
• Supervising Service Desk Technicians, offering coaching, performance feedback, and fostering consistent application of processes and procedures.
• Monitoring workloads, tracking resolution quality, and escalating issues appropriately to Tier 2 or Infrastructure teams.
• Collaborating with the Service Desk Manager to identify recurring issues, recommend process improvements, and contribute to a client-focused IT support function.
• Supporting the adoption of best practices through training, documentation, and change management.
• Continuously seeking opportunities to enhance support processes and improve client satisfaction.
• What We Value
• A passion for delivering excellent IT support and client service.
• Strong leadership and team-building skills.
• Analytical thinking and attention to detail.
• Ability to communicate clearly with both technical and non-technical stakeholders.
• A collaborative spirit and commitment to process improvement.
• Adaptability and willingness to learn new tools and technologies.

• If you’re someone who thrives in a fast-paced support environment, enjoys mentoring others, and is dedicated to resolving issues efficiently—we’d love to hear from you.

• Requirements
• Experience leading or supervising IT support teams, preferably in a service desk environment.
• Strong understanding of IT support processes, ticketing systems, and service level management.
• Excellent troubleshooting and problem-solving skills.
• Ability to coach and develop team members.
• Strong organizational and workload management abilities.
• Effective communication skills for interacting with clients and internal teams.
• Willingness to collaborate and drive process improvements.
• Experience with ITIL practices, remote support tools, or enterprise ticketing platforms.

• Why Shive-Hattery?

• Shive-Hattery is a premier architecture and engineering consulting firm headquartered in Cedar Rapids, Iowa. In total, the firm has 17 offices across the US. Shive-Hattery was founded in 1895 and has earned and maintained a strong reputation for excellence in client focus, quality service and communication. The firm prides itself on its One Firm, full-service offering; placing the best people with their clients, no matter the project location.
• You will find the right balance here. A large pool of resources in a 500+ person design firm, with a small firm feel where you build personal connections with colleagues, partners and clients. Flourish as a professional with the freedom to chart your own course and make an impact – and Design What Matters to make the world a better place.
• Our learning and teaching culture is founded on collaboration. You will learn from and teach other employees while working across disciplines. You will grow your skills and continue your professional growth at Shive-Hattery.
• Shive-Hattery offers an outstanding and competitive total compensation package including competitive pay and over 35 different benefits.

• Benefit Highlights

• • Medical, Dental, Vision – 4 tiers of coverage
• • Voluntary Life Insurance – Employee, Spouse, and Child
• • Voluntary Insurance Plans – Accident, Critical Illness, & Hospital Indemnity
• • FSA – Medical & Dependent Care
• • 8 Paid Holidays + PTO
• • Paid Parental Leave
• • 401K/Roth 401K with Company Match
• • Overtime Bonus
• • Profit Sharing Bonus
• • First Time License Bonus
• • Tuition Reimbursement & Licensure/Certification Financial Support
• • Professional Development Opportunities
• • Calm Meditation & Stress Relief Subscription
• • …And Many More!

• Shive-Hattery offers a flexible work environment and supports balancing personal and professional responsibilities. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.