Service Desk Team 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. 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

Qualifications

Required

• 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