Service Desk Team Lead

Service Desk Team Lead

Location:

Albany, NY, United States

Salary Range: USD 23.00–23.00 Hourly

Date Posted:

Feb 14, 2026

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Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done.

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The Service Desk Team Lead will be responsible for installing, troubleshooting, operating, testing, planning and configuring complex client information systems, products or networking systems/components. Services may also include the integration and testing of hardware/software solutions. Positions are found most often in an environment where IBM has a long-term relationship to provide IT services, or in a multi-vendor environment in support of a client's business or to IBM.

You will typically be involved in the management of live production systems and/or testing environment performing systems level configuration or analyzing business requirements to define, maintain and install computer systems, network applications/systems and workstation services.

The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.

First Shift but applicants should be flexible to provide coverage on all shifts.

• Collaborate with others in carrying out assigned duties and use established processes/procedures to support the attainment of department functions/objectives.

• Develop test cases and scenarios, execute test scenarios, and validate test results externally with customers.

• Draw upon professional concepts to collaborate with others to carry out assigned duties and negotiate with client teams.

• Negotiate with client team

• Work on professional level projects under guidance of more experienced individuals and assist with the improvement of technical procedures and/or business processes within area of technical specialty to enhance client's technical operation.

• Monitor desk metrics and prepare reports.

• Conduct monthly check-ins and quarterly reviews with agents.

• Participate in new hire interviews, evaluation and selection in conjunction with Staffing Manager when time permits.

• Technical coordination of activities of less experienced or less knowledgeable team members, such as training and scheduling.

• Assist in installations and upgrades of straightforward software applications. Use standard processes and protocols to complete and document necessary paperwork, issue appropriate alerts and support the attainment of department functions/objectives.

• Investigate problems in a small to medium project or segment of a larger project. Use routine procedures and standardized tools to troubleshoot problems and then provides input into the implementation of enhancements to prevent problems from recurring.

• Act as a technical resource and provides backup support to other analysts.

• Provide on-call support for client related problems.

• Provide technical coordination of activities of less experienced or less knowledgeable team members, such as training and…