IT Service Desk Lead

• Oversee daily service desk operations, including ticket queue management, assignment, and escalation.
• Monitor ticket volume, aging, and backlog, and reallocate work to maintain service level commitments.
• Establish, monitor, and report on service level agreements for response and resolution times.
• Track and report service desk performance metrics, including first-contact resolution, reopened tickets, and end-user satisfaction.
• Serve as the primary escalation point for complex, sensitive, or high-visibility end-user issues.
• Monitor end-user satisfaction, follow up on negative feedback, and address recurring sources of dissatisfaction.
• Provide day-to-day direction, coaching, and technical guidance to service desk technicians.
• Coordinate technician scheduling and coverage, including after-hours and on-call rotations.
• Participate in the hiring, onboarding, and ongoing training of service desk staff.
• Conduct quality review of ticket documentation, resolution accuracy, and customer communication.
• Develop and maintain service desk procedures, escalation paths, and knowledge base content.
• Identify recurring incidents and partner with engineering and application teams to pursue permanent resolution.
• Coordinate with infrastructure, applications, and security teams on incidents that span multiple groups.
• Support end-user device deployment, imaging, inventory, and lifecycle activities.
• Communicate outages, planned maintenance, and system changes to end users in advance where possible.
• Resolve escalated technical issues directly as workload and staffing require.
• Identify and create automation and self-service opportunities to reduce repeat ticket volume.

• Critical thinking & problem solving
• Ability to research and solve issues independently
• Good interpersonal skills & collaboration
• Excellent written and verbal communication skills
• Dedication to process improvements
• Maintain accurate system documentation
• Customer service orientation
• Patience and professionalism under pressure
• Ability to coach and develop team members
• Organization and prioritization across competing requests

Required Education and Experience:

• Degree in Information Technology, Computer Science, or a related field preferred but not required; equivalent hands-on experience in a related role will be considered in its place
• Minimum of 4 years’ experience in IT service desk or end-user support, including time in a lead, senior, or escalation capacity, or an equivalent combination of education and experience related to this position
• Working knowledge of service desk ticketing systems and service level management
• Experience supporting Windows operating systems, Microsoft 365, and common business applications
• Experience with end-user device deployment, imaging, and troubleshooting
• General knowledge of networking, identity, and access concepts
• Experience working in a SOX-compliant environment preferred
• Proficient in MS Office Suite

All job offers are contingent upon the successful completion of a drug screen and reference check. Tri-City Group is an equal opportunity employer.