Salt Lake City, UT30+ days ago
As a Senior Service Desk Specialist you will serve as the lead technical resource and Tier 2 escalation point for the team, owning complex escalated incidents through resolution, leading incident response during outages, and championing the adoption of AI-powered tools that help the team work smarter and deliver a better customer experience. Monitor the triage queue and ticket backlog to ensure timely assignments, appropriate prioritization, and SLA compliance, proactively identifying aging tickets, adjusting urgency levels, and keeping the team's workload balanced and moving.