Senior Level Information Technology Service Desk Team Lead Jobs
Senior level information technology service desk team lead jobs place experienced professionals in charge of service desk operations, team performance, and the escalation frameworks that keep enterprise IT running. These roles concentrate in Technology & Software, Education, and Consulting & Professional Services, with a mix of on-site, hybrid, and remote positions posted by employers like SentiLink, Match, and MTSI hiring at this level now.
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Showing 5 of 86+ Senior Level Information Technology Service Desk Team Lead jobs
Details
Open Date 11/11/2026
Requisition Number PRN46730B
Job Title Information Systems Engineers
Working Title CCaaS Information Systems Engineer III
Career Progression Track P00
Track Level P3 - Career
FLSA Code Computer Employee
Patient Sensitive Job Code? No
Standard Hours per Week 40
Full Time or Part Time? Full Time
Shift Day
Work Schedule Summary
Monday – Friday, 08:00 am to 05:00 pm (with on-call responsibility)
VP Area President
Department 00428 - UIT - Network & Comm. Srvs
Location Campus
City Salt Lake City, UT
Type of Recruitment External Posting
Pay Rate Range $90,000.00 to 125,000.00
Close Date 02/12/2027
Priority Review Date (Note - Posting may close at any time)
Job Summary
Information Systems Engineer III — Genesys CCaaS Engineer
Design, develop, maintain, and support technical infrastructure that includes cloud contact center, voice, database, and system software components. Conduct analysis of organizational business problems and lead the evaluation, development, and recommendation of technology products and platforms that provide cost-effective solutions and meet business and technology requirements.
This position will serve as a technical resource supporting the University’s Genesys Cloud CCaaS implementation and its long-term operational support strategy. Responsibilities include designing, configuring, integrating, testing, troubleshooting, and supporting Genesys Cloud contact-center capabilities, including voice routing, IVR and conversational flows, queues, call recording, reporting, workforce engagement capabilities, integrations, and platform administration.
Research, design, and recommend best-fit cloud contact-center, voice, network, database, security, and integration architectures. Guide configuration, debugging, and support for complex platform issues; work closely with business partners, service owners, vendors, and technical teams to deliver reliable, secure, and scalable customer-service solutions.
Minimum Professional Qualifications:
Demonstrated experience supporting a cloud contact-center platform, enterprise voice/telephony environment, or comparable communications platform.
Experience with contact-center technologies such as call routing, IVR , automatic call distribution, SIP /VoIP, call recording, workforce engagement, reporting, and integrations.
Experience troubleshooting complex technical issues across cloud services, voice networks, application integrations, and identity or access-management systems.
Strong analytical, communication, documentation, and customer-service skills.
About UIT : University Information Technology ( UIT ) , the central IT service provider for the University of Utah, reports to the U’s Chief Information Officer and is responsible for many of the U’s shared IT services including the wired and wireless network; Campus Information Services ( CIS ) portal; UMail, telephone, and online collaboration; digital learning technologies; information security; software licensing; and a host of other IT systems and services.
About the University of Utah : Located in Salt Lake City, the U is the flagship institution of the State of Utah’s system of higher education, home to arts and museum venues and a member of the BIG -12 Conference . Skiing and snowboarding opportunities are a short distance from campus, and opportunities to pursue activities from biking to hiking to fishing abound . Salt Lake City is home to the Utah Symphony and Opera , Ballet West , professional sports teams , and a wide range of other cultural and recreational activities.
Responsibilities
Design, configure, deploy, and support the Genesys Cloud CCaaS platform.
Partner with customers and business units to gather requirements and define contact-center solutions and deployment plans.
Build and maintain call flows, routing strategies, queues, IVR /self-service experiences, skills, schedules, and outbound capabilities.
Configure and support voice services, SIP connectivity, carrier integrations, and related cloud voice technologies.
Develop and maintain integrations with enterprise systems such as CRM , ServiceNow, identity platforms, APIs, and reporting tools.
Support automation, workflow improvements, and platform administration using Genesys Cloud tools, APIs, and scripting where appropriate.
Monitor platform performance, reliability, call quality, capacity, and security; troubleshoot and resolve complex incidents.
Administer user access, roles, licensing, configuration standards, and change-management processes.
Create operational documentation, technical designs, support procedures, and knowledge articles.
Work with vendors, telecommunications providers, IT teams, and departmental stakeholders to resolve issues and deliver enhancements.
Provide advanced technical support and serve as an escalation resource for contact-center operations.
Stay current on Genesys Cloud releases, CCaaS best practices, cloud voice technology, and security requirements.
Participate in on-call support and planned maintenance activities as needed.
Minimum Qualifications
EQUIVALENCY STATEMENT : 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor’s degree = 4 years of directly related work experience).
Department may hire employee at one of the following job levels:
Information Systems Engineer, III : Requires a bachelor’s (or equivalency) + 6 years or a master’s (or equivalency) + 4 years of directly related work experience.
Preferences
Hands-on experience implementing, configuring, administering, or supporting Genesys Cloud CX/CCaaS.
Experience with another enterprise cloud contact-center platform, such as Genesys (preferred), Cisco Webex Contact Center, Five9, NICE CXone, Amazon Connect, Talkdesk, or a comparable solution.
Experience developing or supporting APIs, automation, CRM integrations, workflow solutions, and contact-center reporting.
Experience with speech analytics, natural-language understanding, conversational AI, chatbots, or digital customer-service channels.
Relevant Genesys
Type Benefited Staff
Special Instructions Summary
Additional Information
The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.
This position may require the successful completion of a criminal background check and/or drug screen.
The University of Utah values candidates who have experience working in settings with students and possess a strong commitment to improving access to higher education.
Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.
Consistent with state and federal law, the University of Utah does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.
To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Title IX ( OEO ). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at the: University of Utah Non‑Discrimination page .
Online reports may be submitted at https://oeo.utah.edu
**https://publicsafety.utah.edu/safetyreport/**This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.
As per University of Utah policy 5-108: Transfer of Benefits Eligible Staff Members , a new hire to the University of Utah who is still serving a 12 month probationary period will not be hired into another University of Utah job (a transfer) until the successful completion of the probationary period.
Details
Open Date 11/11/2026
Requisition Number PRN46730B
Job Title Information Systems Engineers
Working Title CCaaS Information Systems Engineer III
Career Progression Track P00
Track Level P3 - Career
FLSA Code Computer Employee
Patient Sensitive Job Code? No
Standard Hours per Week 40
Full Time or Part Time? Full Time
Shift Day
Work Schedule Summary
Monday – Friday, 08:00 am to 05:00 pm (with on-call responsibility)
VP Area President
Department 00428 - UIT - Network & Comm. Srvs
Location Campus
City Salt Lake City, UT
Type of Recruitment External Posting
Pay Rate Range $90,000.00 to 125,000.00
Close Date 02/12/2027
Priority Review Date (Note - Posting may close at any time)
Job Summary
Information Systems Engineer III — Genesys CCaaS Engineer
Design, develop, maintain, and support technical infrastructure that includes cloud contact center, voice, database, and system software components. Conduct analysis of organizational business problems and lead the evaluation, development, and recommendation of technology products and platforms that provide cost-effective solutions and meet business and technology requirements.
This position will serve as a technical resource supporting the University’s Genesys Cloud CCaaS implementation and its long-term operational support strategy. Responsibilities include designing, configuring, integrating, testing, troubleshooting, and supporting Genesys Cloud contact-center capabilities, including voice routing, IVR and conversational flows, queues, call recording, reporting, workforce engagement capabilities, integrations, and platform administration.
Research, design, and recommend best-fit cloud contact-center, voice, network, database, security, and integration architectures. Guide configuration, debugging, and support for complex platform issues; work closely with business partners, service owners, vendors, and technical teams to deliver reliable, secure, and scalable customer-service solutions.
Minimum Professional Qualifications:
Demonstrated experience supporting a cloud contact-center platform, enterprise voice/telephony environment, or comparable communications platform.
Experience with contact-center technologies such as call routing, IVR , automatic call distribution, SIP /VoIP, call recording, workforce engagement, reporting, and integrations.
Experience troubleshooting complex technical issues across cloud services, voice networks, application integrations, and identity or access-management systems.
Strong analytical, communication, documentation, and customer-service skills.
About UIT : University Information Technology ( UIT ) , the central IT service provider for the University of Utah, reports to the U’s Chief Information Officer and is responsible for many of the U’s shared IT services including the wired and wireless network; Campus Information Services ( CIS ) portal; UMail, telephone, and online collaboration; digital learning technologies; information security; software licensing; and a host of other IT systems and services.
About the University of Utah : Located in Salt Lake City, the U is the flagship institution of the State of Utah’s system of higher education, home to arts and museum venues and a member of the BIG -12 Conference . Skiing and snowboarding opportunities are a short distance from campus, and opportunities to pursue activities from biking to hiking to fishing abound . Salt Lake City is home to the Utah Symphony and Opera , Ballet West , professional sports teams , and a wide range of other cultural and recreational activities.
Responsibilities
Design, configure, deploy, and support the Genesys Cloud CCaaS platform.
Partner with customers and business units to gather requirements and define contact-center solutions and deployment plans.
Build and maintain call flows, routing strategies, queues, IVR /self-service experiences, skills, schedules, and outbound capabilities.
Configure and support voice services, SIP connectivity, carrier integrations, and related cloud voice technologies.
Develop and maintain integrations with enterprise systems such as CRM , ServiceNow, identity platforms, APIs, and reporting tools.
Support automation, workflow improvements, and platform administration using Genesys Cloud tools, APIs, and scripting where appropriate.
Monitor platform performance, reliability, call quality, capacity, and security; troubleshoot and resolve complex incidents.
Administer user access, roles, licensing, configuration standards, and change-management processes.
Create operational documentation, technical designs, support procedures, and knowledge articles.
Work with vendors, telecommunications providers, IT teams, and departmental stakeholders to resolve issues and deliver enhancements.
Provide advanced technical support and serve as an escalation resource for contact-center operations.
Stay current on Genesys Cloud releases, CCaaS best practices, cloud voice technology, and security requirements.
Participate in on-call support and planned maintenance activities as needed.
Minimum Qualifications
EQUIVALENCY STATEMENT : 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor’s degree = 4 years of directly related work experience).
Department may hire employee at one of the following job levels:
Information Systems Engineer, III : Requires a bachelor’s (or equivalency) + 6 years or a master’s (or equivalency) + 4 years of directly related work experience.
Preferences
Hands-on experience implementing, configuring, administering, or supporting Genesys Cloud CX/CCaaS.
Experience with another enterprise cloud contact-center platform, such as Genesys (preferred), Cisco Webex Contact Center, Five9, NICE CXone, Amazon Connect, Talkdesk, or a comparable solution.
Experience developing or supporting APIs, automation, CRM integrations, workflow solutions, and contact-center reporting.
Experience with speech analytics, natural-language understanding, conversational AI, chatbots, or digital customer-service channels.
Relevant Genesys
Type Benefited Staff
Special Instructions Summary
Additional Information
The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.
This position may require the successful completion of a criminal background check and/or drug screen.
The University of Utah values candidates who have experience working in settings with students and possess a strong commitment to improving access to higher education.
Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.
Consistent with state and federal law, the University of Utah does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.
To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Title IX ( OEO ). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at the: University of Utah Non‑Discrimination page .
Online reports may be submitted at https://oeo.utah.edu
**https://publicsafety.utah.edu/safetyreport/**This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.
As per University of Utah policy 5-108: Transfer of Benefits Eligible Staff Members , a new hire to the University of Utah who is still serving a 12 month probationary period will not be hired into another University of Utah job (a transfer) until the successful completion of the probationary period.
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Find JobsSenior Level Information Technology Service Desk Team Lead Job Market
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Top Industries Hiring
- Technology & Software17
- Education10
- Consulting & Professional Services9
- Biotechnology & Pharmaceuticals7
- Banking & Financial Services5
Senior Level Information Technology Service Desk Team Lead Jobs: Frequently Asked Questions
How do I get a senior level information technology service desk team lead job?
Employers at this level look for candidates who can demonstrate ownership of service desk operations end to end, from designing escalation procedures and SLA frameworks to coaching analysts and presenting performance metrics to leadership. Hands-on experience with ITSM platforms like ServiceNow or Jira Service Management, combined with a history of measurable improvements in ticket resolution or customer satisfaction, gives candidates the strongest edge in the application process.
Which companies hire senior level information technology service desk team leads?
Companies hiring senior level information technology service desk team leads right now include SentiLink, Match, and MTSI, based on current listings on Migrate Mate as of November 2026. Hiring at this level tends to come from large enterprises, managed service providers, and organizations undergoing IT modernization that need experienced leaders to stabilize and scale their support operations.
Are there remote senior level information technology service desk team lead jobs?
Yes, though many senior roles carry an on-site or hybrid expectation given the team oversight responsibilities involved. About 62% of senior level information technology service desk team lead openings are remote or hybrid as of November 2026, reflecting employer flexibility for candidates who can demonstrate strong remote team management and virtual communication skills at a leadership level.
What makes a information technology service desk team lead role senior level?
A senior level role goes well beyond day-to-day ticket oversight. Senior professionals own the team's performance strategy, set standards for service quality and incident response, mentor analysts and junior leads, and interface directly with IT management or stakeholders on operational improvements. They are expected to drive process maturity, manage vendor or tooling decisions, and lead cross-functional initiatives rather than simply executing within an existing structure.
Which industries hire the most senior level information technology service desk team leads?
Senior level information technology service desk team lead roles concentrate in Technology & Software, Education, and Consulting & Professional Services, based on current listings on Migrate Mate as of November 2026. These sectors tend to operate large, distributed IT environments where consistent service delivery is business-critical, making experienced service desk leadership a standing priority rather than an occasional hire.