IT Service Desk Lead

Lead a High-Performing IT Service Desk Team

We are looking for an experienced IT Service Desk Lead to guide and support a team of IT Service Desk technicians. In this role, you’ll serve as the primary point of contact for technical issues, provide training on tools and customer service best practices, and work closely with the Service Desk Manager to ensure IT objectives are met. As an IT Service Desk Lead, you will help your team resolve complex problems, improve processes, and ensure smooth technology operations across the organization.

Key Responsibilities of an IT Service Desk Lead

• Lead and mentor IT Service Desk technicians, providing guidance, coaching, and performance feedback.

• Oversee daily Service Desk operations, ensuring timely and effective resolution of tickets, phone calls, and emails.

• Coordinate projects to meet business goals, including profitability, cost control, and organizational effectiveness.

• Escalate technical or personnel issues to the Service Desk Manager as needed.

• Assist with surge support to maintain consistent service levels during peak periods.

• Recommend, develop, and implement IT policies, procedures, and standards.

• Serve as backup to the Service Desk Manager when required.

• Contribute to continuous improvement of IT service delivery and team performance.

Performance Expectations

• Meet all performance and behavior standards as outlined by management.

• Complete responsibilities efficiently and with a high degree of quality and professionalism.

• Build and maintain positive relationships with staff, customers, and business partners.

• Demonstrate initiative in technical and professional development.

• Follow company policies, the Code of Business Conduct, and all safety guidelines.

Qualifications

Education:

• 2-year degree in Information Systems, Computer Science, or a related field, or equivalent experience and knowledge.

Experience:

• 2+ years of technical support or help desk experience.

• 2+ years of customer service experience (can overlap with technical experience).

Skills:

• Proficiency in desktop applications including MS Office, and basic networking and operating systems knowledge.

• Excellent customer service and communication skills.

• Strong analytical, problem-solving, and multitasking abilities.

• Ability to work independently, motivate others, and prioritize tasks effectively.

Other Requirements:

• Flexible schedule including evenings, weekends, and holidays.

Compensation & Benefits

• Wage: $31.25 – $36.06 per hour, based on education and experience.

• Full benefits package including Medical, Dental, Vision, Life Insurance, HSA, FSA, Paid Time Off (PTO), 401(k) with employer match, and Employee Assistance Program (EAP).