Team Lead, Service Desk

Team Lead, Service Desk page is loaded## Team Lead, Service Desk locations:
Lansing, MItime type:
Full time posted on:
Posted Yesterday job requisition :
REQ-03584
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***** Job Purpose
** The Service Desk Team Lead serves as the primary point of contact and technical escalation within the service desk team, ensuring efficient and high-quality support for associates and end users. This role provides advanced troubleshooting, guidance, and coordination of daily operations, helping maintain service excellence and adherence to established service-level agreements (SLAs). The Service Desk Team Lead acts as a mentor to team members, supports process improvement initiatives, and collaborates with other IT teams to resolve complex issues and enhance the overall user experience.

This position will support day-to-day IT Operations functions and continuously improve the program while maintaining security and strong relationships with internal departments. The Service Desk employs shifts to cover business hours M-F 7am-7pm EST. Early shift hours: 7am – 2:30pm EST Late Shift hours: 11:30am – 7pm EST
** Essential Responsibilities
*** Serves as the senior technical resource for the service desk team, providing advanced support and guidance on complex incidents and requests.
* Assists in training, coaching, and developing service desk analysts to improve technical proficiency and customer service skills.
* Oversees ticket queues to ensure timely resolution and proper prioritization of issues in accordance with SLAs.
* Acts as the escalation point for unresolved or high-impact issues, coordinating with infrastructure, application, and security teams as needed.
* Identifies opportunities to streamline service desk operations, enhance documentation, and improves efficiency and service quality.
* Maintains and updates knowledge base articles, FAQs, and troubleshooting guides to support consistent and effective issue resolution.
* Monitors service desk performance metrics, analyzes trends, and provides feedback to management on team performance and operational improvements.
* Ensures all interactions are handled professionally and courteously, maintaining a strong focus on user satisfaction and communication.
* Adheres to organizational policies, IT security standards, and regulatory requirements in all service desk activities.
* Participates in the call queue reserved for executive-level or escalation transfers, ensuring prompt, professional, and effective resolution of high-priority issues.
** Other Duties
*** Ability to work extended hours as needed.
* Performs other duties and/or projects as assigned.
** Knowledge,

Skills and Abilities

*** Strong understanding of IT service management (ITSM) principles and service desk operations.
* Familiarity with enterprise systems, networks, and end-user computing environments.
* Knowledge of incident, problem, and change management processes.
* Awareness of cybersecurity and data protection best practices.
* Understanding of protocols and expectations for supporting executive-level users and handling high-priority escalations.
* Excellent troubleshooting and analytical skills for resolving complex technical issues.
* Strong communication and interpersonal skills, with the ability to interact professionally and confidently with executive-level associates.
* Proficiency in ITSM tools and ticketing systems (e.g., Service Now, Jira, or similar).
* Effective time management and organizational skills to manage multiple priorities and high-impact issues.
* Skilled in documenting processes, maintaining accurate records, and updating knowledge base content.
* Ability to remain calm and solution-focused under pressure, particularly during executive or escalated support situations.
* Ability to lead by example and provide guidance to junior team members.
* Capacity to manage executive-level and escalated calls with discretion, professionalism, and urgency.
* Ability to collaborate effectively across IT and business teams to ensure timely resolution of critical issues.
* Commitment to delivering high-quality service, maintaining confidentiality, and ensuring user satisfaction.
* Adaptability to evolving technologies and organizational priorities, with a focus on continuous improvement.
* Positive, flexible, and self-motivated attitude.
* Knowledge of hardware and software platforms, including desktops, laptops, printers, peripherals, Windows 10/11, Active Directory, Microsoft Office 365 and mobile devices (iPhone/iPad, Android).
** Qualifications
* ** Bachelor's Degree and/or equivalent experience required.
* 5+ years IT experience required.
* 2+ years serving in a management/leadership role preferred.
* Experience supporting a wide-variety of hardware and software platforms, including:
Desktops, Laptops, printers, Windows 10 and 11, Mac OS, Active Directory, Office 365 and mobile devices (iPhone/iPad, Android, Windows) and enterprise video conferencing…