Service Desk Lead

About the role

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.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Qualifications

• 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.
• Prioritizing 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.
• Prioritizing experience with A+ and/or ITIL Foundation certification.