Service Desk Lead Job Minneapolis area,Minnesota USA,IT/Tech

Service Desk Team Lead

We are seeking a Service Desk Team Lead to oversee our Technical Service Consultants within our Managed Services practice. This individual will be responsible for leading daily support operations, managing ticket queues, maintaining SLA compliance, and ensuring exceptional client experience. The ideal candidate combines strong technical support experience with leadership ability and a proactive approach to identifying service and sales opportunities.

Team Leadership

Lead, mentor, and develop Technical Consultants
Conduct regular performance coaching and ticket quality reviews
Facilitate daily stand-ups and team meetings
Support recruiting, onboarding, and training of new team members

Queue & Operations Management

Manage and prioritize service desk ticket queues
Ensure SLA adherence and timely issue resolution
Act as escalation point for service desk team
Monitor KPIs including response times, resolution times, and CSAT
Drive continuous process improvement

Client Experience

Ensure high-quality client communication and professionalism
Address client escalations and service concerns
Identify recurring issues and recommend long-term solutions

Inside Sales & Growth Support

Identify upsell opportunities during support interactions
Support account management team with service expansion initiatives
Contribute to revenue growth through proactive service recommendations

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