Service Desk Lead

The Intersect Group is partnering with a growing technology services organization that delivers comprehensive IT support, managed services, and technology solutions to a diverse client base. The company is dedicated to providing exceptional customer experiences through responsive support, technical expertise, and a commitment to continuous improvement.

This organization values collaboration, accountability, and professional development, creating an environment where team members can expand their technical skills while making a direct impact on customer success. The team operates in a fast-paced, client-focused environment where problem-solving and service excellence are highly valued.

The Intersect Group is seeking a Service Desk Lead to serve as the senior technical resource for a high-performing Service Desk team. This is a hands‑on leadership role focused on providing technical guidance, escalating and resolving complex issues, and ensuring exceptional service delivery for both internal and external customers.

The ideal candidate combines strong technical troubleshooting abilities with leadership potential and a customer‑first mindset. This individual will work alongside the team handling tickets and calls, while also serving as the primary escalation point for complex technical issues and helping drive operational excellence across the Service Desk function.

• Serve as the primary escalation point for complex incidents, technical issues, and service requests
• Provide mentorship, coaching, and day‑to‑day technical guidance to Service Desk team members
• Troubleshoot and resolve escalated issues across infrastructure, cloud platforms, networking, and end‑user technologies
• Monitor ticket queues, prioritize incoming requests, and ensure service level commitments are met
• Communicate effectively with clients regarding incident status, resolutions, and ongoing support needs
• Create, maintain, and enhance technical documentation, procedures, and knowledge base articles
• Assist with onboarding, training, and development of new Service Desk team members
• Identify and implement improvements to service delivery processes and operational efficiency
• Collaborate with leadership to ensure consistent execution of ITSM best practices and operational standards
• Drive issues to resolution by balancing technical expertise with customer service and operational awareness

• 5+ years of experience in IT Support, Service Desk, Help Desk, or IT Service Management environments
• Previous experience serving as a Senior Technician, Lead Technician, Escalation Engineer, or similar technical leadership role
• Strong troubleshooting experience with Microsoft 365, Active Directory, Group Policy, and Windows Server environments
• Experience supporting cloud platforms including Azure and/or AWS
• Solid understanding of networking concepts including TCP/IP, DNS, DHCP, firewalls, switches, and network infrastructure
• Experience supporting SQL Server, Remote Desktop Services, and voice technologies
• Ability to manage competing priorities, triage issues effectively, and drive timely resolution of incidents
• Excellent communication, customer service, leadership, and problem‑solving skills
• Ability to thrive in a fast‑paced, client‑facing environment while maintaining a high level of professionalism

• Managed Service Provider (MSP) experience
• ITIL certification
• CompTIA certifications
• Microsoft certifications
• Additional industry certifications from Microsoft, Cisco, CompTIA, or related technology vendors
• Experience supporting high‑volume ticket environments with multiple clients

• Hands‑on leadership role with significant technical responsibility
• Opportunity to mentor and develop Service Desk professionals
• High visibility position supporting a diverse client environment
• Ability to influence service delivery processes and operational improvements
  
  Long‑term growth path with potential progression into a Service Desk Manager position