Service Desk Lead

About the Role

We are seeking a Service Desk Team Lead to oversee our Technical Service Consultants within our Managed Services practice. This individual will lead daily support operations, manage ticket queues, maintain SLA compliance, and ensure exceptional client experience. The ideal candidate combines strong technical support experience with leadership ability and a proactive approach to identifying service and sales opportunities.

Responsibilities

• Lead, mentor, and develop Technical Consultants
• Conduct regular performance coaching and ticket quality reviews
• Facilitate daily stand-ups and team meetings
• Support recruiting, onboarding, and training of new team members
• Manage and prioritize service desk ticket queues
• Ensure SLA adherence and timely issue resolution
• Act as escalation point for service desk team
• Monitor KPIs including response times, resolution times, and CSAT
• Drive continuous process improvement
• Ensure high-quality client communication and professionalism
• Address client escalations and service concerns
• Identify recurring issues and recommend long-term solutions
• Identify upsell opportunities during support interactions
• Support account management team with service expansion initiatives
• Contribute to revenue growth through proactive service recommendations
• Manage daily ticket queue & workflow
• Conduct QA on tickets
• Coach technical resources for growth and client communication
• Run daily/weekly huddles
• Monitor CSAT
• Address escalated customer concerns
• Ensure professionalism & consistency

Requirements

• 5+ years IT support experience (MSP experience preferred)
• 1-3 years leadership and supervisory experience
• Strong understanding of ticketing systems and SLA management
• Excellent communication and client service skills
• Comfortable identifying and supporting sales opportunities
• Strong organizational and problem-solving skills
• Customer-facing communication strength
• Basic sales comfort (opportunity-aware)
• Comfortable with KPIs and metrics

Pay

The salary range for this position is $70,000-$80,000, and final offer will be based on experience, skills, and qualifications.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources