Service Desk Lead

Service Desk Lead
We are seeking a Service Desk Lead to oversee daily IT support operations and deliver high-quality technical services across a dynamic organization. This role is ideal for someone with a background in service desk environments, team leadership, and incident management-someone passionate about improving user experience, optimizing support workflows, and mentoring IT support staff.
This position offers the opportunity to join a collaborative IT team focused on operational excellence and continuous improvement. You will work closely with IT leadership, end users, and cross-functional teams to ensure seamless resolution of technical issues and the delivery of consistent, reliable support services.
Key Responsibilities

• Lead and mentor the IT Service Desk team to ensure timely, professional, and effective customer support.
• Monitor and manage the service ticket queue, ensuring incidents and service requests are prioritized and resolved within SLA timelines.
• Act as an escalation point for complex technical issues and coordinate cross-team collaboration for resolution.
• Develop and maintain documentation, including knowledge base articles, procedures, and performance reports.
• Analyze support trends and recommend improvements to enhance service quality and efficiency.
• Coordinate coverage schedules and manage team workload to ensure balanced, round-the-clock support.
• Support IT onboarding and offboarding processes, including user accounts, hardware provisioning, and software setup.

Top Required Skills
Team Leadership - Proven experience managing support staff and fostering a customer-first service culture.
Technical Proficiency - Strong knowledge of Windows, Mac, and Chrome OS environments; familiarity with networking and system troubleshooting.
Incident & Request Management - Expertise with ITSM tools like Service Now or Zendesk to manage and improve ticket workflows.
Skills & Experience Required

• 3-5 years of experience in IT support, including at least 1 year in a leadership or supervisory role.
• Associate's or Bachelor's degree in Information Technology or related field (or equivalent work experience).
• Excellent communication and problem-solving skills for working with users and internal stakeholders.
• Familiarity with Active Directory, Google Workspace, and enterprise security protocols.
• Experience developing and maintaining service desk processes and performance metrics.

Bonus: ITIL Foundation certification and experience with MDM or hybrid IT environments.
Why This Role?
This is a unique opportunity to lead a dedicated service desk team and help shape the user support experience across a growing organization. You'll play a key role in driving process improvements, building team capabilities, and ensuring that IT support aligns with evolving business needs. The role offers visibility, growth potential, and the chance to make a meaningful impact on both people and technology.