IT Service Desk Lead

Job Details

SNI Technology's top client located in Thornton, CO is immediately seeking to hire a talented IT Service Desk Lead Contractor for an exciting full-time, 6-month contract position. Please note this is primarily an onsite position (i.e., 4 days in-office per week) with the ability to work remotely (i.e., 1 day work from home per week). Fully remote work is not available for this position.

IT SERVICE DESK LEAD

SNI Technology's client is looking for an IT Service Desk Lead to oversee the daily operations of the service desk team, ensuring the delivery of high-quality technical support services to end-users. This position acts as a key liaison between IT staff and business units, providing leadership, coordination, and support to resolve issues efficiently and ensure consistent service delivery.

JOB DUTIES & RESPONSIBILITIES

• Lead and mentor the IT Service Desk team to ensure excellent customer service and technical support.


• Monitor and manage the ticketing system to ensure timely and accurate resolution of incidents and service requests.


• Act as an escalation point for complex or high-impact issues and ensure appropriate follow-up and communication.


• Collaborate with IT leadership to develop and implement service desk procedures, knowledge base articles, and performance metrics.


• Coordinate coverage schedules and manage daily workload distribution.


• Conduct regular performance reviews and training sessions for service desk staff.


• Analyze service desk trends and report findings to drive continuous improvement efforts.


• Ensure compliance with IT policies, procedures, and service level agreements (SLAs).


• Assist in onboarding and offboarding procedures for users, including account creation, hardware setup, and software installation.

QUALIFICATIONS:
REQUIRED EDUCATION, SKILLS, AND EXPERIENCE

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field; or equivalent work experience.


• 3+ years of experience in IT support or service desk environment, including 1+ year in a leadership or supervisory role.


• Strong knowledge of Windows/Mac/Chrome OS, networking basics, and hardware troubleshooting.


• Excellent communication, problem-solving, and customer service skills.


• Experience with ITSM tools (e.g., ServiceNow, HaloITSM, Zendesk, etc.)

PREFERRED SKILLS, EXPERIENCE, AND CERTIFICATIONS:

• ITIL Foundation certification.


• Familiarity with Active Directory, Google Workspace, mobile device management (MDM), and enterprise security protocols.

COMPENSATION RANGE
The compensation for this position is in the range of $33 to $37 per hour during the 6-month contract duration of the assignment. Please note your actual pay rate will be determined based upon your skills, knowledge, and abilities, including work experience - please talk with your recruiter to learn more.