IT Service Desk Lead

Tri-City Group is currently hiring an IT Service Desk Lead in Davenport, IA. This position is responsible for delivering daily end-user support across the organization. This role oversees service desk operations, service level performance, end-user satisfaction, and the development of service desk technicians to ensure employees receive timely, accurate, and professional technical support.

Essential Duties:

• Oversee daily service desk operations, including ticket queue management, assignment, and escalation.


• Monitor ticket volume, aging, and backlog, and reallocate work to maintain service level commitments.


• Establish, monitor, and report on service level agreements for response and resolution times.


• Track and report service desk performance metrics, including first-contact resolution, reopened tickets, and end-user satisfaction.


• Serve as the primary escalation point for complex, sensitive, or high-visibility end-user issues.


• Monitor end-user satisfaction, follow up on negative feedback, and address recurring sources of dissatisfaction.


• Provide day-to-day direction, coaching, and technical guidance to service desk technicians.


• Coordinate technician scheduling and coverage, including after-hours and on-call rotations.


• Participate in the hiring, onboarding, and ongoing training of service desk staff.


• Conduct quality review of ticket documentation, resolution accuracy, and customer communication.


• Develop and maintain service desk procedures, escalation paths, and knowledge base content.


• Identify recurring incidents and partner with engineering and application teams to pursue permanent resolution.


• Coordinate with infrastructure, applications, and security teams on incidents that span multiple groups.


• Support end-user device deployment, imaging, inventory, and lifecycle activities.


• Communicate outages, planned maintenance, and system changes to end users in advance where possible.


• Resolve escalated technical issues directly as workload and staffing require.


• Identify and create automation and self-service opportunities to reduce repeat ticket volume.
  

Competencies: 

• Critical thinking & problem solving


• Ability to research and solve issues independently


• Good interpersonal skills & collaboration


• Excellent written and verbal communication skills


• Dedication to process improvements


• Maintain accurate system documentation


• Customer service orientation


• Patience and professionalism under pressure


• Ability to coach and develop team members


• Organization and prioritization across competing requests
  

Required Education and Experience:

• Degree in Information Technology, Computer Science, or a related field preferred but not required; equivalent hands-on experience in a related role will be considered in its place


• Minimum of 4 years' experience in IT service desk or end-user support, including time in a lead, senior, or escalation capacity, or an equivalent combination of education and experience related to this position


• Working knowledge of service desk ticketing systems and service level management


• Experience supporting Windows operating systems, Microsoft 365, and common business applications


• Experience with end-user device deployment, imaging, and troubleshooting


• General knowledge of networking, identity, and access concepts


• Experience working in a SOX-compliant environment preferred


• Proficient in MS Office Suite
  

All job offers are contingent upon the successful completion of a drug screen and reference check. Tri-City Group is an equal opportunity employer.