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# IT Service Desk Lead

- **Company:** Tri-City Group
- **Location:** Davenport, IA, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Business Software, Software Documentation, Issue Tracking Systems, Microsoft Office, Queue Management Systems, Information Technology
- **Published:** October 1, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=907c7caad894d579

## About the Role

* 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

## Description

* 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.