Overview
Skills
Job Details
The Service Desk Team Lead serves as the primary point of contact and technical escalation within the service desk team, ensuring efficient and high-quality support for associates and end users. This role provides advanced troubleshooting, guidance, and coordination of daily operations, helping maintain service excellence and adherence to established service-level agreements (SLAs). The Service Desk Team Lead acts as a mentor to team members, supports process improvement initiatives, and collaborates with other IT teams to resolve complex issues and enhance the overall user experience. This position will support day-to-day IT Operations functions and continuously improve the program while maintaining security and strong relationships with internal departments. The Service Desk employs shifts to cover business hours M-F 7am-7pm EST. Early shift hours: 7am 2:30pm EST Late Shift hours: 11:30am 7pm EST
Essential Responsibilities
Serves as the senior technical resource for the service desk team, providing advanced support and guidance on complex incidents and requests.
Assists in training, coaching, and developing service desk analysts to improve technical proficiency and customer service skills.
Oversees ticket queues to ensure timely resolution and proper prioritization of issues in accordance with SLAs.
Acts as the escalation point for unresolved or high-impact issues, coordinating with infrastructure, application, and security teams as needed.
Identifies opportunities to streamline service desk operations, enhance documentation, and improves efficiency and service quality.
Maintains and updates knowledge base articles, FAQs, and troubleshooting guides to support consistent and effective issue resolution.
Monitors service desk performance metrics, analyzes trends, and provides feedback to management on team performance and operational improvements.
Ensures all interactions are handled professionally and courteously, maintaining a strong focus on user satisfaction and communication.
Adheres to organizational policies, IT security standards, and regulatory requirements in all service desk activities.
Participates in the call queue reserved for executive-level or escalation transfers, ensuring prompt, professional, and effective resolution of high-priority issues.
Ability to work extended hours as needed. Performs other duties and/or projects as assigned.
Knowledge, Skills and Abilities
Strong understanding of IT service management (ITSM) principles and service desk operations.
Familiarity with enterprise systems, networks, and end-user computing environments.
Knowledge of incident, problem, and change management processes.
Awareness of cybersecurity and data protection best practices.
Understanding of protocols and expectations for supporting executive-level users and handling high-priority escalations.
Excellent troubleshooting and analytical skills for resolving complex technical issues.
Strong communication and interpersonal skills, with the ability to interact professionally and confidently with executive-level associates.
Proficiency in ITSM tools and ticketing systems (e.g., ServiceNow, Jira, or similar).Effective time management and organizational skills to manage multiple priorities and high-impact issues.
Skilled in documenting processes, maintaining accurate records, and updating knowledge base content.
Ability to remain calm and solution-focused under pressure, particularly during executive or escalated support situations.
Ability to lead by example and provide guidance to junior team members.
Capacity to manage executive-level and escalated calls with discretion, professionalism, and urgency.
Ability to collaborate effectively across IT and business teams to ensure timely resolution of critical issues.
Commitment to delivering high-quality service, maintaining confidentiality, and ensuring user satisfaction.
Adaptability to evolving technologies and organizational priorities, with a focus on continuous improvement.
Positive, flexible, and self-motivated attitude.
Knowledge of hardware and software platforms, including desktops, laptops, printers, peripherals, Windows 10/11, Active Directory, Microsoft Office 365 and mobile devices (iPhone/iPad, Android).
Qualifications
Bachelor's Degree and/or equivalent experience required.
5+ years IT experience required.
2+ years serving in a management/leadership role preferred.
Experience supporting a wide-variety of hardware and software platforms, including: Desktops, Laptops, printers, Windows 10 and 11, Mac OS, Active Directory, Office 365 and mobile devices (iPhone/iPad, Android, Windows) and enterprise video conferencing platforms required.