Sr. Help Desk Specialist

Serve as the Admin and Subject Matter Expert (SME) for Five9 and ServiceNow; manage configurations, troubleshoot issues, and coordinate updates. Act as the lead liaison between Tier I staff and management. Provide guidance and oversight to Tier I staff; communicate leadership instructions clearly and follow through on implementation. Maintain and update Standard Operating Procedures (SOPs), knowledge base articles, and documentation for Help Desk workflows. Oversee and manage team schedules across multiple projects to ensure proper coverage and resource alignment. Track and submit project documentation and deployment schedules to customers. Review daily project reports, generate summaries, and provide action items to deployment and engineering teams. Draft and send professional follow-up communications to internal and external stakeholders in a timely manner. Monitor and coordinate priorities across multiple ongoing and overlapping projects. Collaborate with Tier II and engineering/network teams for escalated technical issues. Organize and participate in readiness and project planning meetings and coordinate shipment of equipment. The Senior Help Desk Specialist will serve as a critical link between Help Desk Tier I staff, project management, and technical escalation teams. This role requires both operational leadership and hands-on expertise in systems administration, particularly in ServiceNow and Five9. The ideal candidate is a highly organized and proactive professional with excellent communication skills, strong ITSM knowledge, and a passion for optimizing service desk operations.