Service Desk Team Lead

We’re seeking an experienced IT Service Desk Team Lead to oversee daily service desk operations, mentor a team of support professionals, and ensure exceptional technical support across the organization.

This is an excellent opportunity for a hands-on technical leader who enjoys coaching others, improving processes, and creating a best-in-class end-user support experience. You’ll balance leadership responsibilities with technical troubleshooting while partnering with IT leadership to drive continuous improvement.

What You’ll Do Team Leadership

• Lead, mentor, and develop a team of Service Desk Technicians.
• Manage daily scheduling, workload distribution, and team priorities.
• Conduct coaching, performance feedback, and ongoing employee development.
• Foster a collaborative, customer-focused support environment.

Service Desk Operations

• Oversee the intake, assignment, and resolution of incidents and service requests.
• Monitor ticket queues to ensure timely resolution and SLA compliance.
• Serve as the primary escalation point for complex technical issues.
• Ensure accurate documentation of incidents, resolutions, and procedures.

Process Improvement

• Track and analyze service desk metrics including response times, resolution times, backlog, and customer satisfaction.
• Identify recurring issues and collaborate with IT teams to implement long-term solutions.
• Maintain and expand knowledge base documentation and self-service resources.
• Recommend and implement process improvements that enhance service delivery and operational efficiency.

Customer Support

• Manage escalated user concerns with professionalism and urgency.
• Communicate system outages, incidents, and status updates to stakeholders.
• Build strong relationships across business and IT teams to deliver exceptional customer service.

• 3 years of IT support or Service Desk experience.
• At least 1 year of experience leading or supervising a Service Desk or Help Desk team.
• Experience using enterprise ticketing platforms such as Freshservice, ServiceNow, Jira, or Zendesk.
• Strong customer service, communication, and leadership skills.
• Experience working with ITIL-based support processes.
• High School Diploma or GED.

Preferred

• Experience leading teams of approximately 3 6 technicians.
• Technical experience supporting:
• Windows and macOS
• Microsoft 365
• Active Directory
• Microsoft Azure
• Basic networking
• Hardware inventory and asset management experience.
• A and/or ITIL Foundation certification.