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.

Responsibilities

• 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.

Requirements

• 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
• A and/or ITIL Foundation certification.