> Markdown version of [/jobs/ext/2694116-it-service-desk-team-lead-on-site-kansas-city](https://www.wearedevelopers.com/jobs/ext/2694116-it-service-desk-team-lead-on-site-kansas-city). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Team Lead | On-Site, Kansas City - **Company:** Optiv Inc - **Location:** Overland Park, KS, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Knowledge Management, Queue Management Systems, Information Technology - **Published:** September 3, 2026 - **Apply:** https://www.kansasworks.com/jobs/13656723 ## About the Role + 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. ## Description 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 ## Related Videos - [Same Tower, New Confusion: The Tower of Babel 2.0](https://www.wearedevelopers.com/videos/100101-same-tower-new-confusion-the-tower-of-babel-2-0) - [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post) - [The Lifehacker's Guide to Software Architecture](https://www.wearedevelopers.com/videos/1003-the-lifehacker-s-guide-to-software-architecture) - [How to be balanced in a software development team](https://www.wearedevelopers.com/videos/66-how-to-be-balanced-in-a-software-development-team) - [It's not easy being green](https://www.wearedevelopers.com/videos/558-it-s-not-easy-being-green) - [Technology is Necessary, But Not Sufficient](https://www.wearedevelopers.com/videos/880-technology-is-necessary-but-not-sufficient) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager)