Technology Service Center Lead

Key Responsibilities

• Lead the IT Help Desk to deliver responsive, high-quality support.
• Oversee daily help desk operations, including ticket triage and escalation management.
• Define, track, and report on SLAs and service metrics to ensure performance targets.
• Drive a culture of customer service excellence and continuous improvement.
• Ensure timely and effective issue resolution.
• Champion user experience by identifying pain points and implementing improvements.
• Partner with business stakeholders to understand support needs and priorities.
• Standardize and optimize help desk workflows and support models.
• Implement automation and self-service capabilities to improve efficiency.
• Administer and continuously improve the IT service management platform.
• Evaluate and recommend tools that enhance support delivery and reporting.
• Collaborate with IT teams on escalations and root cause analysis.

Key Competencies

• Strong customer service orientation and communication skills.
• Data-driven mindset with experience using metrics to improve performance.
• Familiarity with identity and access management, device management, and remote support tools.
• Understanding of cybersecurity fundamentals and endpoint protection.
• Ability to prioritize in a fast-paced, multi-site environment.
• Continuous improvement and process optimization mindset.
• Ability to understand multiple perspectives and facilitate business-aligned solutions.
• Balanced confidence and humility; credibility with both IT and business stakeholders.
• Strong self-management, initiative, and follow-through.
• Able to connect concepts and generate new insights.
• Collaborative problem-solver with energy and resilience.

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Business, or related field.
• Minimum of 3 years of experience in IT support.
• Experience operating in a structured service desk.

Desired Certifications

• CompTIA A+ | CompTIA Network+ | CompTIA Security+
• ITIL Foundation Certification - IT Service Management
• Linux Professional Institute Essentials

Desired Technical Skillset

• Administrative Support
• Computer Maintenance
• Computer Troubleshooting
• Hardware Installation
• Issue Resolution
• IT Administration
• IT Support
• Network Monitoring
• Server Administration
• Software Installation
• Software Maintenance
• Network Troubleshooting
• Issue Tracking
• IT Inventory Management
• Multisite Enterprise Router/Firewall configuration
• Cloud-based Network Switch Administration
• Enterprise Server Virtualization & VDI
• SAML-Based SSO
• 3rd Party MFA integration
• Endpoint/Patch management
• WWAN
• Linux Server administration
• Cloud-based Remote support & Endpoint management
• VOIP Telcom Management
• Microsoft 365: SharePoint, OneDrive, Entra, Intune, Azure
• Familiarity with cybersecurity managed detection, response, and remediation services