Engineer II, Service Desk Lead

At Wipfli, people count.
At Wipfli, our people are core to everything we do-the catalyst behind our ability to create exceptional impact and extraordinary results.
We believe in flexibility. We focus on relationships. We encourage each individual to follow their own path.
People truly matter and they feel it. For those looking to make a difference and find a professional home, Wipfli offers a career-defining opportunity.
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.

Damian Kauffman, from our recruiting team, will be guiding you through this process. Visit his LinkedIn page to connect!
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Additional Details:
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 identify, veteran status, disability, or any other characteristics protected by federal, state, or local laws.
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 [email protected]
Wipfli cares about our associates and offers a variety of benefits to support their well-being. Highlights include 8 health plan options (both HMO & PPO plans), dental and vision coverage, opportunity to enroll in HSA with potential Firm contribution and an Employee Assistance Program. Other benefits include firm-sponsored basic life and short and long-term disability coverage, a 401(k) savings plan & profit share as well as Firm matching contribution, well-being incentive, education & certification assistance, flexible time off, family care leave, parental leave, family formation benefits, cell phone reimbursement, and travel rewards. Voluntary benefit offerings include critical illness & accident insurance, hospital indemnity insurance, legal, long-term care, pet insurance, ID theft protection, and supplemental life/AD&D. Eligibility for all benefits programs is dependent on annual hours expectation, position status/level and location. Wipfli offers flexibility for many positions to be performed remotely; please discuss your work preferences with your recruiter during the interview process.
"Wipfli" is the brand name under which Wipfli LLP and Wipfli Advisory LLC and its respective subsidiary entities provide professional services. Wipfli LLP and Wipfli Advisory LLC (and its respective subsidiary entities) practice in an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable law, regulations, and professional standards. Wipfli LLP is a licensed independent CPA firm that provides attest services to its clients, and Wipfli Advisory LLC provides tax and business consulting services to its clients. Wipfli Advisory LLC and its subsidiary entities are not licensed CPA firms.