IT Service Desk Team Lead | On-Site, Kansas City

The IT Service Desk Team Lead will oversee the daily operations of the IT Service Desk, ensuring efficient queue management, by ensuring timely resolution of incidents and requests along with providing high-quality support, and continuous improvement in service delivery. This role is responsible for identifying trends in reported issues, driving accountability for ticket volume and resolution times, and maintaining the knowledge base.

How you’ll make an impact

• Monitor and manage the ticket queue and assign tickets to service desk staff to ensure timely response and resolution ofincidents and service requests within SLAs.

• Prioritize and assign tickets based on urgency and complexity.

• Work with IT teams to escalate and resolve complex issues.

• Maintain and update the knowledge base articles with accurate documentation.

• Identify gaps in documentation and work with subject matter experts to create new articles.

• Ensure consistency and compliance with knowledge management standards.

• Analyze service desk metrics to identify trends, recurring issues, and areas for improvement.

• Collaborate with Service Desk Manager to implement best practices for incident management and request fulfillment.

• Provide regular reports on ticket volume, resolution times, and common problems.

• Recommend and implement process changes to improve efficiency and customer satisfaction.

• Assist with onboarding and training new Service Desk team members.

• Provide guidance and support to team members on complex issues.

• Work support tickets that are submitted to the IT Service Desk team.

• Lead by example in maintaining a professional and personable manner with our end users at all times.

• Participate in IT projects and initiatives as a representative of the Service Desk.

• Performs other duties as assigned

• Complies with all policies and standards

• High school diploma or G.E.D. required. Associates Degree (A.A.) or equivalent from two-year college or technical school in Computer Science, Information Technology or other related field; or two years of related experience and/or training; or equivalent combination of education and experience required.

• Minimum 2 years of general Help Desk experience in an enterprise environment required.