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# Sr. Service Desk Shift Lead

- **Company:** DMI Digital Management Inc
- **Location:** College Park, GA, United States
- **Experience:** Expert
- **Salary:** $141,614.0
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, IT Management, Information Technology
- **Published:** August 10, 2026
- **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/17342225?backUrl=%2Fcareer%2F17342225%2FSr-Service-Desk-Shift-Lead-Georgia-Atlanta

## About the Role

Education and Years of Experience:

 * Bachelor of Science in Information Technology or other related field
 * 2-4 Years of Experience working as a Service Desk Shift Lead

Required and Desired Skills/Certifications:

 * ITIL Preferred

Citizenship Status Required: Must be a U.S. Citizen

## Description

Oversee daily service desk operations, ensuring timely resolution of IT incidents and service requests.

 * Lead and mentor a team of service desk technicians, providing guidance and support to enhance performance.
 * Monitor service levels and ensure adherence to established SLAs and KPIs.
 * Act as the primary escalation point for complex technical issues and critical incidents.
 * Coordinate shift schedules, workload distribution, and coverage to maintain 24/7 operational support.
 * Implement and enforce service desk policies, procedures, and best practices.
 * Collaborate with IT leadership to identify process improvements and enhance service efficiency.
 * Conduct training sessions to develop team members' technical skills and customer service capabilities.
 * Generate reports and analyze service desk performance metrics to drive continuous improvement.
 * Ensure accurate documentation of incidents, service requests, and resolutions in the ticketing system.
 * Facilitate effective communication between the service desk, end users, and other IT teams.
 * Support onboarding of new employees by providing training on IT systems and support processes.


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