> Markdown version of [/jobs/ext/551642-it-service-desk-lead](https://www.wearedevelopers.com/jobs/ext/551642-it-service-desk-lead). 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 Lead - **Company:** Diaz Anselmo & Assoc. PA - **Location:** Naperville, IL, United States - **Experience:** Expert - **Salary:** $60,000.0 - $75,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, JIRA, Microsoft Azure, CompTIA Network+, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Remote Access Technology, Enterprise Software Applications, Software Troubleshooting, Information Technology, Servicenow - **Published:** June 13, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=eb247a8af7e2c697 ## About the Role Do you have experience in Vendor communication?, Do you have a Bachelor's degree?, * Bachelor's degree in IT, Computer Science, or related field (or equivalent experience) * 3-5+ years of progressive IT support experience * Experience as a senior technician, escalation resource, or technical lead * Hands-on experience with Microsoft 365, Windows 11, Active Directory, and enterprise applications * Experience managing ticket queues and service desk workflows * Advanced Microsoft 365 administration * Strong troubleshooting across desktop, application, network, and remote access * Experience with AD, Group Policy, DNS, DHCP, VPN * Familiarity with ticketing systems (NinjaOne, Jira, ServiceNow, etc.) * Preferred Certifications: CompTIA A+, CompTIA Network+, Microsoft Certified: Azure Administrator, ITIL Foundation. * Excellent customer service with strong organization and time management skills What Success Looks Like * Meeting or exceeding SLAs * Strong ownership of complex issues * High-quality ticket documentation * Effective coordination of escalations * Accurate reporting and trend analysis * Positive technical leadership and team support * Identifying and driving service improvements Physical Requirements * Ability to sit for extended periods * Ability to lift up to 30 lbs of equipment * Mobility to perform hardware installations Ready to Take the Next Step? If you are a motivated IT service professional searching for your next career challenge, we want to meet you. Apply today and let's build something great together. ## Description We're looking for a Service Desk Lead to serve as our primary Level 2 escalation point and the operational lead for daily service desk activities. This role blends hands-on advanced troubleshooting with oversight of daily service desk operations, ticket quality, process improvement, and service delivery performance. This is a technical leadership role without direct personnel management, ideal for someone who loves solving complex problems, improving systems, and elevating the performance of a support team. What You'll Do * Level 2 Escalation: Troubleshoot advanced hardware, software, application, networking, and remote access issues. * Ticket Queue Oversight: Monitor queues, assign tickets, and ensure SLA compliance. * Workload Prioritization: Coordinate support activities to meet service expectations. * Technical Mentoring: Provide guidance, coaching, and knowledge sharing to Service Desk staff. * Ticket Quality Review: Audit documentation and ensure adherence to IT procedures. * Metrics & Reporting: Track SLA performance, backlog, and resolution trends. * Incident Coordination: Act as point of contact during major incidents and service disruptions. * Onboarding/Offboarding: Lead account provisioning and deprovisioning activities. * Vendor Escalation: Work with third-party providers to resolve complex issues. * Knowledge Base Management: Maintain and expand IT documentation and procedures. * Endpoint Management: Support deployments, patching, and system maintenance. * Microsoft 365 & AD Support : Assist with administration and configuration. * IT Projects: Participate in upgrades, implementations, and continuous improvement initiatives. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) ## Related Articles - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews)