IT Service Desk Lead

About the role

The Lead, IT Service Desk oversees daily service desk operations to ensure timely, effective technical support and consistent customer experience. This role monitors service levels, coordinates escalations, supports incident response, and provides day-to-day guidance, coaching, and support to Service Desk associates.

Requirements

• Associate's Degree/2-Year Technical
• 3-5 years IT support experience in Service Desk/IT Support
• Strong understanding of ITIL processes (Incident, Request, Problem)
• Experience with service desk KPIs
• Proven ability to lead and coach teams
• Outstanding verbal and written communication skills

What you'll do

• Lead day-to-day service desk operations across assigned team
• Monitor ticket queues, call volumes, SLAs, and team performance
• Serve as escalation point for major incidents and high-priority issues
• Coach, mentor, and develop Service Desk Analysts
• Ensure adherence to processes, documentation, and service standards
• Drive consistent customer experience and professionalism
• Coordinate with other IT teams during outages and major incidents
• Analyze performance metrics and identify improvement opportunities
• Support workforce planning (scheduling, coverage, onboarding)
• Promote knowledge management and continuous improvement culture
• Resolve hardware, software, and system issues, as needed
• Develop and maintain knowledge base articles and documentation

Where this was posted

• LinkedIn

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