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# Service Desk Team Lead

- **Company:** GSD Search
- **Location:** Tempe, AZ, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, JIRA, Microsoft Azure, IT Management, Networking Basics, Hardware Asset Management, Zendesk, Servicenow
- **Published:** November 7, 2026
- **Apply:** https://www.thejobnetwork.com/job/7e1a37d4-5388-4bb0-80bc-8992d0fcf4d0/service-desk-team-lead

## About the Role

* 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.

## Description

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.