Lead, Service Desk Engineer

Lead, Service Desk Engineer – Arhaus

Arhaus, founded in 1986, partners with artisans worldwide to create sustainably sourced, heirloom‑quality furniture. The Lead, Service Desk Engineer will lead the IT service desk, ensuring efficient incident resolution, service request management, and continuous process improvement across the organization.

• Team Leadership:
  Manage, mentor, and develop the service desk team, setting performance objectives, conducting reviews, and providing training.
• Service Desk Operations:
  Oversee daily operations, ensuring timely handling of incidents and service requests.
• Performance Monitoring:
  Track KPIs such as ticket volume, resolution times, and customer satisfaction; report regularly.
• Process Improvement:
  Continuously enhance service desk processes, implement automation, and align with ITIL or other frameworks.
• Incident & Request Management:
  Categorize, prioritize, and resolve incidents in line with SLOs and best practices.
• Customer Service:
  Maintain high customer satisfaction with consistent, user‑friendly support.
• Escalation Management:
  Handle escalated technical issues and coordinate with other IT teams or vendors.
• Knowledge Management:
  Create and maintain a knowledge base with troubleshooting steps and user guides.
• Travel Management:
  Coordinate logistics for field support technicians.
• Compliance & Security:
  Ensure all support activities adhere to security policies and compliance requirements.
• Vendor Coordination:
  Work with third‑party vendors to resolve issues and minimize disruption.

• Business Focus:
  Understand how technology enables business drivers and solves problems.
• Communication:
  Express ideas clearly in writing and speaking; listen attentively and present well‑organized information.
• Execution:
  Translate strategies into actionable plans; monitor projects to successful completion; prioritize effectively.
• Accountability:
  Take responsibility for work and decisions; maintain confidentiality; learn from mistakes.
• Adaptability:
  Respond to change with innovation, optimism, and flexibility; handle new challenges calmly.
• Problem Solving:
  Generate creative solutions; evaluate options and anticipate potential problems.

• Bachelor’s degree or equivalent in computer science or related field.
• 4+ years managing an enterprise service desk.
• A+ Certification (or equivalent experience).
• ITIL Certification (or equivalent experience).
• Proficiency with Fresh Service, JIRA (JSM), or equivalent IT Service Management tools.
• Experience leading remote teams.

Arhaus is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, sex, sexual orientation, gender identity, religion, or other protected characteristics.