Service Desk Team Lead

About Lockstep

At Lockstep, we believe great technology isn’t just about infrastructure, it’s about impact. We partner with organizations to deliver innovative, secure, and scalable IT solutions that empower their success. From network security to cloud infrastructure, we take the complexity out of IT so our clients can focus on what they do best. We’re a team that values action and collaboration.
We take ownership, put customers first, work as one team, and never stop learning! If you’re looking for a place where your work truly makes a difference, Lockstep is the place to be.

• Competitive compensation
• Medical, dental, and vision insurance
• 401(k) Plan
• Short-term/long-term disability and life insurance
• Flexible PTO
• 8 company paid holidays and 1 floating holiday
• Employee Assistance Program (EAP)

The Service Desk Team Lead provides day-to-day leadership to the user support team at Ocean Computer Group, a Lockstep company, ensuring efficient service delivery and consistent performance against key metrics, including Service Level Agreements (SLAs), utilization, customer satisfaction (CSAT), and other service quality goals. This role partners closely with the Managed Services and Professional Services teams to support operational excellence, drive continuous improvement, and help achieve the broader strategic objectives of the services organization.

• Lead a team of User Support Specialists, providing guidance, mentorship, and support.
• Foster a culture of collaboration, innovation, and continuous improvement within the team.
• Lead the weekly Service Desk team meeting to go over initiatives, trends, and keep team members motivated.
• Conduct weekly one‑on‑one meetings with all Service Desk team members to ensure they are working efficiently, following processes, and progressing and developing in their roles.
• Review team performance and Key Performance Indicators (KPIs) regularly to ensure the team is performing at a high level.
• Review and approve weekly Connect Wise timesheets for Service Desk team members.
• Review and approve Service Desk team member requests for time off.
• Participate in hiring and onboarding new Service Desk team members, as needed.
• Participate in the annual performance review process for Service Desk team members.
• Other related duties as assigned.

• Assist Service Desk team members as needed with escalations, including direct end‑user support.
• Proactively look for problems with aging tickets and make sure the Service Desk team gets the support they need to resolve issues within SLAs.

• Participate in regularly scheduled meetings with customers.
• Directly interface with customers during the onboarding process and in resolving issues.

• Ensure tickets are being responded to and completed within SLAs across the Service Desk Team.
• Look for trends in client CSAT responses and identify root causes and recommendations for how to address any concerns that come up.
• Ensure all Service Desk team members are entering time accurately in Connect Wise in accordance with utilization targets.

• Develop and maintain comprehensive client documentation, including network diagrams, configurations, and procedures.
• Regularly update documentation to reflect changes and improvements in the client environment.
• Ensure Service Desk team members do their part to keep documentation up to date.
• Create and manage Connect Wise workflow automations for Service Desk processes.

• 5 years of relevant experience, preferably working with an MSP (Managed Service Provider)
• Bachelor’s degree in Computer Science, Information Technology, or a related field
• Experience troubleshooting and supporting computer systems
• Working with both technical and non-technical end users
• Firewall experience, preferably SonicWALL
• Active Directory:
  Group Policy, Sites & Services, DNS, DFS, Certificate Chains
• Microsoft Exchange, Office 365, Hybrid Solutions and Migration, SPAM Filters
• Hosted and Cloud Solutions:
  Azure & AWS
• Backup Solutions & Disaster Recovery
• Microsoft Windows Server 2016/2019/2022/2025…