POSITION SUMMARY:The IT Service Desk Team Lead is responsible for leading the day-to-day operations of the IT Service Desk, including technical support, request management, escalations, and team mentoring. This role supervises and supports a team of Service Desk Technicians, and ensures the team meets a high standard of customer service. The IT Service Desk Team Lead will work closely with IT Leadership to improve Service Desk processes, escalate service requests to the appropriate IT teams, and deliver exceptional support to our employees.
ESSENTIAL FUNCTIONS:- Oversee day-to-day operations of the IT Service Desk, including monitoring ticket and project queues, SLAs, request resolutions and escalations, and other operational tasks.
- Coach, train, and provide day-to-day guidance to Service Desk Technicians, including request reviews, KPI discussions, and other professional development activities.
- Identify and optimize Service Desk workflows, monitor and report Service Desk metrics, and escalate requests as required.
- Provide end-user technical support by responding to questions and troubleshooting issues related to company-supported applications, hardware, software, and IT services through ticketing systems, phone, in-person, and remote assistance.
- Diagnose, resolve, and document technical issues by identifying root causes, researching solutions, implementing fixes, and maintaining knowledge documentation for future reference.
- Deploy, configure, and maintain end-user technology including desktop and laptop computers, printers, software installations, hardware upgrades, and system updates
- Support IT infrastructure and operational initiatives by assisting with system implementations, network changes, systems integration projects, and collaborating with vendors to resolve issues and improve services.
- Follow IT service management best practices by adhering to Help Desk procedures, accurately tracking support requests, documenting recurring issues, and maintaining an understanding of the organization's technology environment and system interdependencies
- Follows all safety policies and procedures including use of safety equipment (PPE) and equipment safeguards
- Other duties as assigned
REQUIREMENTS:- 5+ years of IT experience, with leadership experience
- AS degree or Professional IT Certification(s)
- Knowledge of computing and networking hardware and peripheral equipment
- Ability to learn, install, configure and maintain various computer system hardware and software.
- Strong experience with ticketing systems, such as ZenDesk
- Strong communication skills and problem-solving skills
- Ability to work in a lean, fast paced environment.
- Ability to work both independently and collaboratively as business needs dictate.
- Responsibilities may require weekend or late evening work in response to the needs of the systems being supported
PREFERRED QUALIFICATIONS:- Certification(s): CompTIA A+, ITIL Foundation v4, Microsoft Certification(s
- Experience with ZenDesk & Microsoft Planner
- Experience with Microsoft 365 ecosystem
- Experience in a Customer Service role, such as a Service Desk Technicia
- Experience with supervising employees
PHYSICAL REQUIREMENTS:- Ability to lift and transport equipment up to 50 lbs.
- Comfort working on ladders, in ceilings, and in various room setups.
- Travel required occasionally (percentage depending on business needs).
The expected salary range for this role is between $90,000 and $115,000 per year.
