Job Summary/Purpose

The IT Service Desk Lead is responsible for establishing and leading daily service desk operations as Delta Utilities modernizes its internal IT support model. This role supports the transition to an in-house service desk and helps implement a modern support framework leveraging AI, automation, and IT service management best practices.

The position provides hands-on technical support while overseeing ticket intake and routing, mentoring service desk analysts, maintaining the knowledge base, and coordinating escalations with Tier 2 and infrastructure teams. The Service Desk Lead also supports the development of knowledge-driven service delivery, automation initiatives, and continuous improvement efforts to enhance service quality, reduce resolution times, and deliver reliable IT support across the organization.

Accountabilities And Essential Functions

Serve as the primary point of contact for inbound IT support requests, including phone, chat, and ticket submissions.
Provide Tier 1 support for hardware, software, access, and connectivity issues.
Ensure requests and incidents are accurately logged, categorized, prioritized, and documented in the ITSM system.
Route and triage tickets to the appropriate IT teams or Tier 2 support resources.
Act as the first escalation point for complex or high-impact user issues.
Build, mentor, and lead a team of Service Desk Analysts responsible for front-line user support.
Provide day-to-day leadership, coaching, and performance guidance to service desk personnel.
Assist with recruiting, onboarding, and training new service desk staff as the in-house team expands.
Foster a culture focused on service excellence, accountability, and continuous learning.
Monitor and manage ticket queues to ensure timely resolution and adherence to service level expectations.
Coordinate escalation of Tier 2 or specialized issues to local IT support representatives or technical teams.
Communicate with users regarding ticket status, incident updates, and service disruptions.
Support major incident response by coordinating communication and service restoration activities.
Own and maintain the IT Service Desk knowledge base.
Create, update, and publish knowledge articles, troubleshooting guides, and support procedures.
Identify opportunities to improve support workflows through automation and AI-enabled support tools.
Partner with IT leadership to implement knowledge-driven service and automated request fulfillment where possible.
Monitor service desk trends and recurring issues to identify opportunities for process improvement.
Recommend automation, documentation, or workflow improvements that enhance service delivery and reduce repeat incidents.
Support adoption of ITIL-aligned practices including incident, request, and knowledge management.
Maintain accurate service documentation and reporting related to service desk performance.
Support shift-based or extended-hours coverage when operational needs require. Perform other related duties as assigned.

Minimum Requirements

Minimum education required of the position

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field.
Equivalent education and relevant experience may be considered in lieu of a degree.

Minimum Experience Required Of The Position

5+ years of experience in IT helpdesk or service desk operations, including 2+ years’ experience in a leadership capacity, supporting enterprise IT environments.
Demonstrated experience working in an ITSM or ticketing environment (ServiceNow or similar), with responsibility for ticket prioritization, escalation, documentation, and service coordination.
Experience working in an ITSM/ticketing system environment (ServiceNow or similar)

Minimum Knowledge, Skills, And Abilities Required Of The Position

Strong understanding of service desk operations and Tier 1 support processes
Experience with ticket triage, routing, and escalation workflows
Demonstrated ability to lead and mentor support staff
Excellent customer service and communication skills
Strong documentation and knowledge management capabilities
Ability to prioritize multiple requests in a fast-paced support environment
Ability to explain technical issues to non-technical users
Strong problem-solving and decision-making skills
Preferred:
- Familiarity with ServiceNow or a comparable ITSM/ticketing platform
- Working knowledge of ITIL practices (Incident, Request, Change, Knowledge Management)
- Experience supporting operationally critical or regulated environments
- Experience supporting shift-based or extended-hours operations

Any Certificates, Licenses, Etc. Required For The Position

Preferred: ITIL Foundation certification or willingness to obtain

Physical Requirements

Able to operate a personal computer, either desktop or laptop.
Able to sit for extended periods of time.
Able to operate a copy machine, fax machine, calculator, telephone and other miscellaneous office equipment.
Able to exert up to 10 Lbs. of force occasionally, and /or a minimal amount of force frequently to lift, carry, push or otherwise move objects.

Working Conditions

The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.

Perform other job-related duties as assigned, within your scope of responsibilities.
Job duties are performed in a normal and clean office environment with normal noise levels.
Work is predominately done while standing or sitting.
The ability to comprehend, document, calculate, visualize and analyze are required.
Able to work regular hours, with occasional overtime.

About Delta Utilities

Delta Utilities is a natural gas utility headquartered in New Orleans that provides safe, reliable natural gas services across Louisiana and Mississippi. We understand the value of dependable energy and our important role in building stronger, more resilient communities. Delta Utilities is a $1.7 billion organization that represents 600,000 customers and is among the top 40 natural gas utilities in the United States.

Delta Utilities acquired CenterPoint Energy's natural gas utility operations in Louisiana and Mississippi in April 2025 and acquired Entergy's natural gas utilities in Baton Rouge and New Orleans in July 2025.

Delta Utilities is regulated by the Louisiana Public Service Commission, the Mississippi Public Service Commission, and the New Orleans City Council. We work closely with our regulatory agencies to deliver safe and reliable natural gas service and maintain fair rates for our customers.

Learn more at https://deltautilities.com.

Delta Utilities and associated entities are equal-opportunity employers. We do not discriminate against employees or applicants for employment on any legally recognized basis or any protected class under federal, state, or local law.

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