IT Service Desk Lead

IT Service Desk Lead

Location:

Pipestone, MN or Brandon, SD

Salary: $65,000-$80,000 (Based on Experience)

Are you an experienced IT professional who enjoys solving complex technical challenges while leading and mentoring a team? PIPESTONE is looking for an IT Service Desk Lead to oversee daily help desk operations, support escalated technical issues, and help drive exceptional service for our internal customers.

• Lead, coach, and develop Help Desk team members
• Manage ticket queues, workload distribution, and service quality
• Serve as the escalation point for complex Tier 2 and Tier 3 technical issues
• Troubleshoot hardware, software, networking, Microsoft 365, Active Directory/Entra , Teams, Outlook, and more
• Collaborate with infrastructure, security, and application teams to resolve challenging issues
• Improve IT support processes, documentation, and knowledge base resources
• Monitor service metrics and identify opportunities to enhance efficiency and customer satisfaction
• Deliver outstanding support and communication to employees across the organization

• 3+ years of IT support experience, including Tier 2 and Tier 3 troubleshooting
• Previous leadership, supervisory, or team management experience within IT support
• Strong customer service mindset and problem-solving skills
• Experience with ticketing/IT service management platforms
• Proficiency supporting Microsoft environments, including Windows, Microsoft 365, Active Directory/Entra , Teams, and Outlook

• Experience leading a Help Desk, Service Desk, or Desktop Support team
• Knowledge of endpoint management, device imaging, software deployment, and user provisioning

• Paid Single Health Insurance (Family Plans Available)
• Dental, Vision, Life & Disability Insurance
• PTO + Paid Holidays
• Retirement Plan

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