IT Service Desk Lead

About the Role

We’re looking for a Service Desk Lead to serve as our primary Level 2 escalation point and the operational lead for daily service desk activities. This role blends hands‑on advanced troubleshooting with oversight of daily service desk operations, ticket quality, process improvement, and service delivery performance.

This is a technical leadership role without direct personnel management, ideal for someone who loves solving complex problems, improving systems, and elevating the performance of a support team.

What You’ll Do

• Level 2 Escalation: Troubleshoot advanced hardware, software, application, networking, and remote access issues.


• Ticket Queue Oversight: Monitor queues, assign tickets, and ensure SLA compliance.


• Workload Prioritization: Coordinate support activities to meet service expectations.


• Technical Mentoring: Provide guidance, coaching, and knowledge sharing to Service Desk staff.


• Ticket Quality Review: Audit documentation and ensure adherence to IT procedures.


• Metrics & Reporting: Track SLA performance, backlog, and resolution trends.


• Incident Coordination: Act as point of contact during major incidents and service disruptions.


• Onboarding/Offboarding: Lead account provisioning and deprovisioning activities.


• Vendor Escalation: Work with third‑party providers to resolve complex issues.


• Knowledge Base Management: Maintain and expand IT documentation and procedures.


• Endpoint Management: Support deployments, patching, and system maintenance.


• Microsoft 365 & AD Support : Assist with administration and configuration.


• IT Projects: Participate in upgrades, implementations, and continuous improvement initiatives.

What You Bring

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)

• 3–5+ years of progressive IT support experience


• Experience as a senior technician, escalation resource, or technical lead


• Hands‑on experience with Microsoft 365, Windows 11, Active Directory, and enterprise applications


• Experience managing ticket queues and service desk workflows

• Advanced Microsoft 365 administration


• Strong troubleshooting across desktop, application, network, and remote access


• Experience with AD, Group Policy, DNS, DHCP, VPN


• Familiarity with ticketing systems (NinjaOne, Jira, ServiceNow, etc.)


• Preferred Certifications: CompTIA A+, CompTIA Network+, Microsoft Certified: Azure Administrator, ITIL Foundation.


• Excellent customer service with strong organization and time management skills
  

What Success Looks Like

• Meeting or exceeding SLAs


• Strong ownership of complex issues


• High‑quality ticket documentation


• Effective coordination of escalations


• Accurate reporting and trend analysis


• Positive technical leadership and team support


• Identifying and driving service improvements

Physical Requirements

• Ability to sit for extended periods


• Ability to lift up to 30 lbs of equipment


• Mobility to perform hardware installations

Ready to Take the Next Step?

If you are a motivated IT service professional searching for your next career challenge, we want to meet you. Apply today and let’s build something great together.