Service Desk Team Lead

The Service Desk Team Lead is responsible for supporting the manager or senior team leader in delivering IT services to customers while actively contributing as a working member. This role serves as the first point of escalation for team members and collaborates with other service leadership to resolve team and customer issues. The Team Lead ensures high-quality service delivery by contributing to daily operations, monitoring performance metrics, and driving continuous improvement. This position requires strong organizational skills, a sense of urgency, sound decision-making, and the ability to prioritize effectively.

Key responsibilities include:

· Overseeing advanced technical support and resolving complex issues.

· Acting as a liaison between the service desk, other IT departments, and business units to ensure seamless service delivery.

· Monitoring SLAs, reporting on team metrics, and contributing to the financial success of the service team.

Requirements

Leadership & Coaching

· Lead, coach, and mentor service desk support technicians but will not have direct reports.

· Foster a positive and professional team culture aligned with company values.

Operational Management

· Oversee daily service desk operations with coordinator to ensure efficiency and effectiveness.

· Monitor service quality, customer satisfaction, and incident resolution times.

· Manage high-priority incidents or service requests escalated within the service desk.

Communication & Coordination

· Act as a liaison between the service team, other departments, and senior management.

· Ensure clear communication of priorities, changes, and expectations.

Process & Documentation

· Maintain and update documentation related to processes, procedures, and service delivery standards.

· Implement changes to improve efficiency, effectiveness, and customer satisfaction.

Strategic Contribution

· Participate in strategic planning for services, aligning support with broader business objectives.

· Proactively identify areas for IT improvements within the customer base.

Technical Leadership

· Provide technical guidance and support for complex issues.

· Ensure adherence to best practices and service standards.

Key Skills & Attributes

· Strong leadership and team management skills.

· Excellent organizational and prioritization abilities.

· Customer-service mindset with focus on professionalism.

· Effective communication and interpersonal skills.

· Technical proficiency in IT service management and troubleshooting.

· Ability to work under pressure and maintain a positive attitude.

Performance Metrics

· SLA compliance and incident resolution times.

· Customer satisfaction scores.

· Team performance and development.

· Accuracy and completeness of documentation.

· Contribution to process improvements and strategic initiatives.

Knowledge Requirements

· Proficiency with ticketing systems and remote support tools.

· Strong troubleshooting skills across hardware, software, and network environments.

· Familiarity with cybersecurity principles and data protection best practices.

· Knowledge of organizational policies, compliance standards, and service desk KPIs.

· Awareness of emerging technologies and trends in IT support.

Certifications Preferred

· CompTIA A+

· CompTIA Network+ or equivalent networking certification

· CompTIA Security+ or equivalent security certification

· Microsoft Azure Certifications

Experience Expectations

· 3-5 years of relevant IT service desk or technical support experience

· Prior customer service experience preferred

· Prior leadership experience preferred

Benefits

• Hybrid workplace
• $65,000 - 82,000 annually based on experience and fit
• 100% employer paid health insurance (medical and dental)
• Mileage and phone reimbursement
• Fun working environment and culture
• SIMPLE IRA with 3% match