Service Desk Lead: Drive IT Support & SLA Excellence

The Team Lead - Service Desk is responsible for the direct supervision, development, and daily operational management of the Amergis Service Desk team. This role ensures the delivery of high-quality technical support services to internal employees and business stakeholders across the organization. The Team Lead oversees incident management, service request fulfillment, problem resolution, knowledge management, and continuous service improvement initiatives.

The Team Lead serves as the primary escalation point for complex technical issues while driving exceptional customer service, operational efficiency, and adherence to established service level agreements (SLAs). This position collaborates closely with Infrastructure, Security, Enterprise Applications, Data & Analytics, Human Resources, and business operations teams to ensure effective support of Amergis technology platforms and end-user systems.

Essential Duties And Responsibilities

• Leads the daily operations of the Service Desk team, ensuring timely resolution of incidents, service requests, and technical support issues
• Serves as an escalation point for Tier 1 and Tier 2 support issues, coordinating resolution efforts across technical teams as needed
• Monitors and manages service desk ticket queues, workload distribution, escalation processes, and SLA compliance
• Provides coaching, development, performance management, and technical mentorship to Service Desk analysts and support personnel
• Develops and maintains service desk procedures, support documentation, knowledge base articles, and operational standards
• Identifies trends within support tickets and implements corrective actions to reduce recurring incidents and improve service quality
• Collaborates with Infrastructure, Security, Applications, Data, and Vendor partners to support business-critical systems and technologies
• Participates in incident response efforts, outage communications, root cause analysis, and post-incident reviews
• Supports onboarding, offboarding, user provisioning, access management, hardware deployment, and software support processes
• Facilitates problem-solving and requirements gathering sessions with business stakeholders and technology teams
• Tracks and reports on key performance indicators including ticket volume, response times, resolution metrics, customer satisfaction, and team productivity then implements plans to improve if necessary
• Supports implementation of new technology solutions through communication, training, documentation, and operational readiness activities
• Identifies opportunities to automate support processes and improve the end-user experience
• Assists leadership in developing service strategies, operational roadmaps, and support models aligned with business objectives
• Maintains awareness of emerging technologies, service management best practices, and organizational support needs
• Acts as a positive influence and role model on the team, contributing to employee engagement, collaboration, and overall team success
• Performs other duties as assigned

• Bachelor's degree in Information Technology, Information Systems, Business Administration, or related field preferred
• 2+ years of progressive IT support, Service Desk, Help Desk, End User Support or related experience required
• Experience supporting Microsoft 365, Active Directory, Windows operating systems, endpoint management tools, collaboration platforms, and enterprise business applications
• Experience using IT Service Management (ITSM) platforms such as Service Now, Fresh service, Jira Service Management, Zendesk, or similar tools preferred
• Understanding of ITIL service management principles and incident, problem, change, and knowledge management processes
• Strong customer service orientation with excellent verbal and written communication skills
• Demonstrated ability to prioritize and manage multiple issues in a fast-paced environment
• Strong analytical and troubleshooting skills with attention to detail
• Proficiency with Microsoft Office applications including Outlook, Teams, Excel, Word, and Power Point
• Ability to effectively elicit and provide information to supervisors, coworkers, vendors, and employees through strong communication skills; proficiency in the English language is required

• 2+ years of leadership, supervisory, or team lead experience
• Experience using IT Service Management (ITSM) platforms such as Service Now, Fresh service, Jira Service Management, Zendesk, or similar tools
• Understanding of ITIL…