Service Desk Team Lead

General Summary

The Service Desk Team Lead is responsible for overseeing daily IT support operations, ensuring high‑quality technical assistance across corporate, retail, and distribution environments. This role combines hands‑on support, team leadership, and process improvement, ensuring that IT services align with the fast‑paced retail business. This position supports the Wholesale business. The responsibilities described below are considered essential functions of the role. This position is based in our LIC office and requires working on‑site.

• Lead, mentor, and manage a team of Service Desk Analysts supporting corporate offices, retail stores, and distribution centers
• Monitor ticket queues and workloads to ensure SLA compliance and timely issue resolution
• Conduct regular team meetings, coaching sessions, and performance reviews
• Develop staff through training, knowledge sharing, and career development plans
• Able to manage multiple projects and deadlines with support and resources as needed
• Perform other duties and special projects as assigned

• Oversee incident, request, and problem management processes using Service Now
• Ensure consistent delivery of high‑quality customer service and user satisfaction
• Handle escalated technical issues and act as the point of contact for complex incidents
• Maintain and improve knowledge base articles and support documentation
• Provide technical assistance for corporate users, including laptops, Azure & On‑Prem Active Directory, Office 365, VPN, and collaboration tools
• Coordinate with infrastructure, networking, and information security teams to resolve cross‑functional issues

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
• Minimum of 5+ years of IT support experience, with at least 1–2 years in a leadership or supervisory role
• Strong experience supporting retail environments (POS systems, store operations)
• Hands‑on expertise with:
  Windows and Mac OS environments, Active Directory / Azure AD, Microsoft 365 (Outlook, Teams, Excel, PowerPoint) and ITSM platforms (Service Now)
• Excellent interpersonal, problem‑solving, and organizational skills

The expected base salary for this position ranges from $66,000-$70,000. Ranges are based on various factors such as relevant skillset, training, years of experience related to the current job description, education, and our organizational structure. In addition to the base salary, Steve Madden offers a competitive benefits package that includes health and dental insurance, life insurance, disability insurance, 401K, paid holidays, a generous paid time‑off policy, and career opportunities within a dynamic team.