IT Service Desk Lead

Balchem is committed to making the world a healthier place by delivering trusted, innovative, and science-based solutions for health and nutritional needs. With approximately 1,400 employees worldwide, Balchem provides service, quality, and technology that enables customers to succeed. Founded in 1967 and publicly traded on Nasdaq (BCPC), the company operates three business segments: Human Nutrition and Health, Animal Nutrition and Health, and Specialty Products, with headquarters in Montvale, New Jersey.

About the role

The IT Service Desk Team Lead oversees the day-to-day operations of the IT Service Desk, including technical support, request management, escalations, and team mentoring. This role supervises and supports a team of Service Desk Technicians, ensuring high standards of customer service while working closely with IT Leadership to improve processes and deliver exceptional support.

Responsibilities

• Oversee day-to-day operations of the IT Service Desk, including monitoring ticket and project queues, SLAs, request resolutions, and escalations.
• Coach, train, and provide day-to-day guidance to Service Desk Technicians, including request reviews, KPI discussions, and professional development.
• Identify and optimize Service Desk workflows, monitor and report metrics, and escalate requests as required.
• Provide end-user technical support by troubleshooting issues related to company-supported applications, hardware, software, and IT services via ticketing systems, phone, in-person, and remote assistance.
• Diagnose, resolve, and document technical issues by identifying root causes, researching solutions, implementing fixes, and maintaining knowledge documentation.
• Deploy, configure, and maintain end-user technology, including desktop and laptop computers, printers, software installations, hardware upgrades, and system updates.
• Support IT infrastructure and operational initiatives, including system implementations, network changes, systems integration projects, and vendor collaboration.
• Follow IT service management best practices, including adhering to Help Desk procedures, tracking support requests, documenting recurring issues, and understanding system interdependencies.
• Adhere to all safety policies and procedures, including the use of safety equipment (PPE) and equipment safeguards.
• Perform other duties as assigned, which may require weekend or late evening work based on business needs.

Requirements

• 5+ years of IT experience, with leadership experience.
• AS degree or Professional IT Certification(s).
• Knowledge of computing and networking hardware and peripheral equipment.
• Ability to learn, install, configure, and maintain computer system hardware and software.
• Strong experience with ticketing systems, such as ZenDesk.
• Strong communication and problem-solving skills.
• Ability to work in a lean, fast-paced environment, both independently and collaboratively.

Preferred Qualifications

• Certification(s): CompTIA A+, ITIL Foundation v4, Microsoft Certification(s).
• Experience with ZenDesk & Microsoft Planner.
• Experience with the Microsoft 365 ecosystem.
• Experience in a Customer Service role, such as a Service Desk Technician.
• Experience supervising employees.

Physical Requirements

• Ability to lift and transport equipment up to 50 lbs.
• Comfort working on ladders, in ceilings, and in various room setups.
• Occasional travel required (percentage depending on business needs).

Pay

The expected salary range for this role is between $90,000 and $115,000 per year.