Help Desk Lead - IT Support Specialist IV

JUB ENGINEERS INC • Salt Lake City, UT • 2h ago

Location: Salt Lake City, UT

At J-U-B ENGINEERS, Inc., our purpose is simple but powerful: Helping Each Other Create Better Communities. With over 20 offices across seven states, J-U-B is committed to creating an environment where employees feel supported, challenged, and connected to meaningful work.

We are seeking a collaborative and solutions-focused Help Desk Lead (IT Support Specialist IV) who is guided by a proactive, solutions-first approach to issue prevention. The Technical Lead treats operational challenges as opportunities to improve processes. The Lead offers advanced technical expertise while upholding the professional standards of the Architecture, Engineering, and Construction (AEC) industry. The main goal is to build a collaborative, high-performing front-line team that prioritizes customer needs through proactive problem-solving, talent development, and the breakdown of departmental barriers. If you enjoy problem-solving, thrive in a team environment, and take pride in delivering accurate, high-quality work that helps drive business success, we'd love to meet you!

What You'll Do

The IT Support Specialist IV serves as the Technical Lead for the frontline support team and as the primary liaison between general support operations and the IT Director. This role is essential for the IT Director to coordinate frontline staff, specialists, customers, and IT administrative and leadership teams.

Key Responsibilities

Core Technical Responsibilities

Front-End Technical Escalation & Quality Control - responsible for resolving the most complex endpoint configurations, hardware diagnostics, and software conflicts, particularly those arising from industry-specific CAD and BIM applications.

Diagnostic Authority & Queue Health -- accountable for queue health, ensuring that the ticketing system remains organized and responsive.

Automation and Scripting - identifies manual, repetitive front-end workflows for automation.

Leadership & Mentorship: The "Stop-and-Teach" Mandate - focus on succession planning and reducing technical silos.

Supervise and Coach - Provide direct supervision, individualized coaching, and performance feedback to IT Interns and Level 1, 2, and 3 technicians.

Operational Strategy: Shift-Left & Knowledge Management - responsible for implementing a Shift-Left strategy by ensuring technical issues are resolved at the lowest appropriate organizational level.

Standardized Documentation -- mentor technicians in the development of documentation and articles, ensuring they adhere to internal standards.

Performance Metrics & KPI Development -- in collaboration with the IT Director, track success using internal metrics.

Minimum Qualifications

Education: Bachelor's degree in a relevant Information Technology field.

Experience: A minimum of eight (8) years of progressive IT experience.

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