IS Operations Analyst 3 - Service Desk Team Lead

Metro ITS is seeking a dependable, service-oriented Service Desk Team Lead to support daily operations for our 24x7 Tier 1 Service Desk. This role provides front-line operational coordination, first-level coaching, and real-time support for analysts across multiple shifts. The Team Lead is a tactical, hands-on role focused on keeping the Service Desk running smoothly day-to-day. The Team Lead works closely with the Service Desk Manager to reinforce processes, support analysts, maintain documentation, and ensure consistent service delivery. You will play a key role in onboarding new staff, maintaining documentation, supporting training efforts, and ensuring operational consistency across shifts. Operational Support & Daily Coordination Monitor queue health and ensure balanced workload distribution across analysts. Ensure hourly operational checks and environmental monitoring tasks are completed accurately. Serve as the first point of contact for analysts needing assistance or escalation guidance. Support shift handoff communication and ensure continuity across shifts. Assist with scheduling and coordination of payroll printing tasks. Analyst Support & First-Level Coaching Provide real-time guidance on tickets, troubleshooting steps, and customer interactions. Support new hires through side-by-side coaching and workflow reinforcement. Help analysts interpret SOPs, KB articles, and standard processes. Identify skill gaps or training needs and surface them to the Service Desk Manager. Lead small team huddles, standups, or quick operational syncs as needed. Training & Onboarding Support Assist with onboarding new analysts by demonstrating tools, workflows, and Tier 1 troubleshooting. Reinforce training concepts through daily operational support. Recommend targeted training topics based on QA findings or observed challenges. Collaborate with the Service Desk Manager to ensure training materials remain accurate and relevant. Quality Control & Continuous Improvement Conduct ticket and call reviews to identify trends or inconsistencies. Provide supportive feedback to analysts based on review findings. Surface recurring issues, process gaps, or documentation needs to the Service Desk Manager. Help identify opportunities to improve first-contact resolution and customer experience. Documentation & Knowledge Management Update existing SOPs and process documentation under the direction of the Service Desk Manager. Create and maintain Knowledge Base articles in collaboration with analysts. Ensure documentation remains accurate and up-to-date. Help identify documentation gaps based on daily operations and analyst questions. Communication & Team Coordination Relay updates, reminders, and operational changes to the team. Maintain clear communication with the Service Desk Manager regarding issues, trends, or concerns. Support a positive team culture by modeling professionalism, consistency, and customer-focused behavior. Assist with preparing daily or weekly operational summaries as needed. Three ( 3) or more years of experience working in a Service Desk, Help Desk, or Tier 1 technical support environment, with at least one (1) year of the experience being in a role that required mentoring, training, coaching or providing guidance to others in a technical support environment. •No Substitution Candidates with accreditations earned in a foreign institute are encouraged to apply. Candidate must receive and maintain a passing status from Metro Nashville Police Department (MNPD) background check.

Note:

Per Metro Ordinance No.

SO94-1078.

All employees of the Metropolitan Government shall be residents of the State of Tennessee or become residents of the state within six (6) months of employment as a prerequisite to employment with the Metropolitan Government. Strong experience with technical troubleshooting, incident triage, and escalation in a ticket driven environment Strong experience using an ITSM platform for incident, request, or change management Strong experience performing operational monitoring (e.g., queues, alerts, system checks Strong experience creating or maintaining documentation such as SOPs or knowledge articles Demonstrated experience mentoring, training, coaching, or providing guidance to others in a technical support environment We are an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. Metro Nashville Government respects the religious beliefs and practices of all employees and will make, on request, an accommodation for such observances when a reasonable accommodation is available that does not create an undue hardship on business operations. Requests for ADA or other protected accommodations for the recruitment process should be directed to Human Resources at 615-862-6640.