Service Desk Lead

Date: May 29, 2023

Location: Saint Louis, MO, US, 63101 Birmingham, AL, US, 35203

Company: Spire Inc.

Company Overview

At Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It’s a simple idea, but one that’s at the heart of everything we do. We are committed to understanding the needs of the homes and businesses we serve. That's why we're always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.

And we find the best by hiring those who share our values of drive, safety, inclusion and integrity, and demonstrate our four essential behaviors that bring the Spire vision, mission and culture to life:

  • We make it happen: We are a company of go-getters, acting on every opportunity to help our company advance
  • We collaborate: We put teamwork first, bringing in everyone’s ideas, because our collective energy makes us stronger
  • We seek out perspective: We challenge ourselves to be open to different ways of doing things, because learning from each other leads to breakthroughs
  • We care: We treat people how we want to be treated, listening closely and doing what’s right, even when it’s hard

By living our values and behaviors every day, we strive to create an environment where every employee feels welcome, respected and valued.


Spire is seeking a Smart Desk Lead to supervise our Smart Desk (Help Desk).  This position is primarily responsible for ensuring the efficient operation of our Smart Desk, which includes operations in all our locations, and the management of third-party Smart Desk representatives.
This hands-on supervisory position is responsible for supervising and assigning tasks to the Smart Desk staff across all locations and coordinating staffing schedules. This position oversees the appropriate routing of incident, problem and request tickets for issues encountered by end users related to their use of computer hardware, software, data, and voice and data networks. It is also responsible for making sure all incoming issues reported by telephone, email, chat or self-service are documented thoroughly to ensure the issues are resolved a timely manner, and for utilizing the capabilities of the service management ticketing system to record issues for other departments within the organization.  

Duties and Responsibilities

  • Provides supervision and direction to team members responsible for Tier I support in a multi-platform environment.  
  • Manages Smart Desk team members’ requests for time off to ensure appropriate staffing levels and rotations for complete Smart Desk coverage. Reviews and approves timesheets and associated third-party invoices, as required.
  • Conducts status meetings with our third-party vendor on the handling of calls, processes and procedures and upcoming system or application changes.
  • Supervises the use and accuracy of the service management ticketing system for recording issues. Provides direction to Smart Desk team members to set appropriate urgency levels for incoming issues. 
  • Collaborates with Technical writers to develop new and improve existing process and procedure documentation for issue resolution routing, the knowledge base and reporting analytics.  Provides feedback for continuous improvement related to the known error database, escalation processes and user communication methods. 
  • Collaborates with functional areas to understand upcoming changes and provides guidance on impact and support strategies.  Proactively educates and trains Smart Desk team members on new and upcoming changes to applications and systems in use across the enterprise.
  • Provides support and expertise to project teams for post-go-live support activities.
  • Drives team focus toward first-call resolution and reducing customer effort. Embraces and advocates for a customer-centric approach to service.
  • Monitors call volume across multiple queues and tracks KPIs including average handle time, average speed of answer and service level. Monitors MS Teams chat, addressing questions from internal and third-party representatives.
  • Evaluates calls ensuring adherence to quality and SLAs.  
  • Utilizes voice of the customer data to improve performance and implements changes to increase customer satisfaction.
  • Creates IVR messages for unplanned outages, alerting callers to known issues and higher than normal response times.
  • Communicates planned and emergency Information Technology System maintenance and updates through postings on the company intranet, inSpire
  • Provides preliminary troubleshooting of PC hardware and software problems. Works with end users to analyze issues, review actions taken, and guide users through diagnostic procedures for resolution. 
  • Oversees the collaboration with Tier II support to escalate complex user issues. Identifies opportunities for knowledge transfer to minimize future escalations.
  • Attends and participates in regular status meetings with other IT functional areas.
  • Updates knowledge base and SharePoint site with resolutions and helpful hints.
  • Provides backup for technical support services including room and workstation setups.
  • All other duties as assigned.

Essential Characteristics and Competencies

  • Ability to lead by example in support of the Company’s essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual’s unique skills and perspectives
  • Ability to adapt in a fast-moving and changing culture
  • Ability to teach and mentor
  • Believes in a non-hierarchical culture of collaboration, transparency, and trust across the team
  • Fosters an environment of continuous learning and progress
  • Understands gaps and application team needs to enable team members to support continuous delivery of new enhancements
  • Solid understanding of ITIL processes and software development life cycles
  • Awareness of Agile values and principles
  • Strong analytical, planning, and organizational skills
  • Strong written and verbal communication skills
  • Ability to remain patient, calm and effective in high-pressure situations 
  • Ability to take initiative and do what needs to be done without being asked to do so
  • Ability to respond positively to challenges and problems

Supervisory Responsibilities

  • Responsible for supervising a team of employees across multiple Spire locations and overseeing third-party resources 

Required Education (certifications, licenses)

  • Bachelor’s degree in business or computer science preferred, or equivalent work experience
  • CompTIA A+ Certification a plus
  • Microsoft certification(s) a plus
  • Customer service skills certification(s) a plus

Required knowledge, skill and abilities

  • 3-5 years’ experience working in customer service or help desk environment
  • Knowledge of and ability to use Microsoft family of products, including Office, Windows Operating System, Microsoft Teams, SharePoint, SCCM, Visio, Project and various workstation software.
  • Excellent customer service skills with the proven ability to build and establish a rapport with a diverse array of people.
  • Knowledge of the basic operation of personal computers, tablets, and multi-function devices which include printing, copying, scanning and faxing functionality.
  • Knowledge of Networking technology as it relates to solving basic connectivity problems.
  • Ability to prioritize many simultaneous tasks and manage work by several parties, internal and external, ensuring duties are performed in accordance with established practices and procedures.
  • Ability to give clear direction, with attention to detail in the daily execution of tasks and follow established guidelines for setting levels of urgency and escalation procedures.
  • Demonstrated reliability and efficiency in responding to calls and instant messages in a multi-channel environment.
  • Ability to use software tools in the operation of a help desk environment.

Physical demands, environment and schedule

  • Hybrid Remote/In Office environment
  • Work performed primarily during business hours, Monday-Friday, 7 am-  5 pm with off-hours support rotation.

Posting Requirements

•    We accept online applications through our career site at

Disclaimer:  The above statements are intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

Spire Inc., and its subsidiaries are an Affirmative Action and Equal Employment Opportunity employer. 

Job Location: St Louis

Job Segment: Help Desk, Information Technology, Sharepoint, Developer, Computer Science, Technology