Service Desk Communication & Training Specialist

Job Description:
Service Desk Communications & Training Specialist

Provides centralized ownership for Information Technology and Business Owners through Service Desk support, and engagement. This role ensures consistent, accurate messaging, support escalations and process resolutions across the district.

Key Responsibilities
Draft and coordinate districtwide communications related to system changes, outages, service updates, and support expectations.
Maintain a centralized repository of all Service Desk communications, aligned by system and sponsoring department.
Collaborating with Readiness and Knowledge leads to ensuring communications accurately reflect support capabilities.
Develop and deliver onboarding training for new desk service staff.
Create and maintain training materials, job aids, and procedural documentation.
Coordinate refresher training and updates as systems or processes change.
Support engagement initiatives that improve awareness of Service Desk services and self-service options.
Ensure communications are timely, clear, and aligned with district leadership expectations.
Receives and Supports Incoming Service Calls
Skills & Qualifications
Strong written and verbal communication skills
Experience in training, documentation, or organizational communications
Ability to translate technical information into user-friendly language
Familiarity with K-12 or public-sector communication practices preferred

Education & Experience

• Minimum of 3 5 years of experience in technical training, service desk operations, organizational communications, or user support environments.
• Experience developing and delivering staff training programs, onboarding materials, or technical documentation required.
• Experience supporting enterprise technology rollouts, operational communications, or customer engagement initiatives preferred.
• Experience working within K 12 education, government, or large public-sector organizations is highly desirable.

Technical Requirements

• Working knowledge of IT Service Management (ITSM) principles and Service Desk operations.
• Experience creating training content, user guides, job aids, FAQs, and procedural documentation.
• Familiarity with ticketing systems and knowledge management platforms such as ServiceNow, IIQ, Jira Service Management, or equivalent.
• Proficiency with Microsoft Office Suite, Microsoft Teams, SharePoint, and presentation platforms.
• Experience using communication and collaboration tools for districtwide messaging and staff engagement initiatives.

• Ability to collaborate effectively with technical teams, district leadership, and operational departments.

Operational Expectations

• Responsible for ensuring all Service Desk communications are timely, accurate, and aligned with district standards and leadership expectations.
• Expected to maintain centralized records of communications, training resources, and procedural documentation.
• Ability to coordinate communications during high-impact outages, service disruptions, or major system changes.
• Must proactively identify training gaps and recommend ongoing learning opportunities for Service Desk staff.
• May be required to support after-hours communications or emergency operational updates during critical incidents.