IT Service Desk Lead

Who We Are

US Cold owns and operates one of the most complex temperature-controlled logistics networks in North America. Every day, our systems coordinate the storage and movement of food at national scale across a network of state-of-the-art distribution centers, including multiple highly automated warehouse facilities. We continue to advance our core warehouse and logistics platforms while strengthening reliability, operational resilience, automation, and customer experience through modern infrastructure, cloud technologies, and service management practices.

As part of our technology modernization strategy, we continue to invest in service excellence, endpoint technologies, collaboration platforms, and operational support capabilities that enable our associates to serve customers efficiently and effectively.

The Role

The IT Service Desk Lead provides advanced technical support while coordinating the day-to-day operations of the Service Desk team. This position serves as the primary escalation point for complex incidents and service requests, ensuring issues are resolved efficiently and aligned with established service levels. The role also helps prioritize workloads, mentor Service Desk staff, promote knowledge sharing, and drive continuous improvement initiatives across the support organization.

This position works closely with Infrastructure, Security, Applications, Operations, and business teams to maintain a secure, stable, and productive technology environment across the US Cold network. The ideal candidate combines strong technical expertise, leadership capabilities, customer service excellence, and a passion for operational improvement.

What You Will Own

• Deliver advanced technical support for hardware, software, operating systems, mobile devices, printers, collaboration tools, and enterprise applications.
• Serve as the primary escalation point for complex incidents and service requests while maintaining ownership through resolution.
• Monitor Service Desk queues, prioritize ticket assignments, balance workloads, and ensure adherence to service level objectives and response targets.
• Manage incidents and service requests throughout their lifecycle, ensuring accurate documentation, communication, and service delivery.
• Troubleshoot and resolve endpoint, workstation, network connectivity, infrastructure, and application issues with minimal business disruption.
• Configure, deploy, maintain, and support desktops, laptops, mobile devices, peripherals, and related endpoint technologies.
• Support Microsoft 365 services, Active Directory, Exchange, Intune, Azure, and associated user administration activities.
• Assist with installation, maintenance, availability, and operational support of network and infrastructure services.
• Coordinate onboarding activities including equipment deployment, account provisioning, workstation setup, training, and knowledge transfer.
• Mentor Service Desk staff through technical guidance, troubleshooting assistance, coaching, and knowledge sharing.
• Create and maintain knowledge base articles, standard operating procedures, technical documentation, and operational processes
• Identify recurring issues, perform root cause analysis, and recommend automation opportunities, process improvements, and ticket reduction strategies.
• Collaborate with vendors, managed service providers, and internal technology teams to improve service reliability and resolve issues efficiently
• Participate in on-call, after-hours, holiday, or shift support rotations when required.
• Travel occasionally to US Cold facilities to support projects, deployments, and onsite technical initiatives.

What We're Looking For

Required Qualifications

• Associate's degree, technical certification, or equivalent combination of education and experience.
• Minimum 5 years of experience supporting Service Desk operations, desktop support, or end-user computing environments.
• Minimum 2 years of experience leading, mentoring, coordinating, or supervising technical support teams.
• Experience troubleshooting Windows operating systems and Microsoft Office applications.
• Experience supporting Microsoft 365 environments
• Experience configuring and supporting laptops, desktops, printers, mobile devices, and peripherals.
• Experience managing ticket queues, prioritization, incident escalation, and service delivery activities.
• Strong customer service, communication, documentation, leadership, and problem-solving skills.
• Working knowledge of networking fundamentals and common troubleshooting methodologies.
• Ability to work independently while collaborating effectively across technical and business teams.

Preferred Qualifications

• A+ Certification.
• Experience with Active Directory, Exchange, Intune, and Microsoft Azure administration.
• Experience supporting macOS devices.
• ITIL certification or familiarity with ITIL service management practices.
• Technical writing and knowledge management experience.
• Experience working with vendor support organizations and managed service providers.
• Experience supporting multi-site enterprise environments.

Why This Role Is Different

• Support technology operations that power one of North America's largest temperature-controlled logistics networks.
• Serve as a technical leader and mentor within the Service Desk organization.
• Gain exposure to a diverse enterprise technology landscape spanning datacenters, cloud services, warehouse operations, and corporate offices.
• Work directly with infrastructure, cybersecurity, applications, vendors, and operations teams to solve business-critical technology challenges.
• Drive continuous improvement initiatives that enhance reliability, automation, service quality, and end-user experience across the organization.
• Participate in a technology modernization strategy focused on cloud platforms, operational resilience, AI-enabled support, and innovation.

Compensation & Structure

• Salary Range: $75,000 - $85,000 annually
• Location: Camden, NJ
• Department: Information Technology
• Travel: Less than 10%
• Reports To: Associate Manager, Service Desk
• Employment Type: Full-Time, Exempt, Salaried, Bi-Weekly Paid

Benefits Include

If annual hours are attained, these benefits may apply. Medical, Dental, Vision, Prescription, Legal Insurance, Pet Discount, Critical Illness, Accident Insurance, Hospital Indemnity, Long Term Care + Permanent Life Insurance, Identity Theft Protection, Short Term Disability Insurance, Long Term Disability Insurance, Supplemental Disability Insurance, Basic Life Insurance, Accidental Death and Dismemberment Insurance, Supplemental Life Insurance, Supplemental Spouse Life Insurance, Child Life Insurance, Loan Solution, Health Flexible Spending Account, Dependent Flexible Spending Account, Telemedicine, Virtual Primary Care, Prescription Savings Plan, Prescription Specialty Copay Assistance Program, Weight Management Program, Chronic Condition Management, Care Navigator Program, 24/7 Nurse Line, Expert Medical Opinion, Precious Additions Maternity Program, Health Advocacy, Employee Assistance Program, Digital Cognitive Behavioral Therapy, Digital Physical Therapy, Behavioral and Mental Health Platforms, Auto and Home Discount Program, Secure Travel Protection, Discount Programs, 401(k) Plan, Education Assistance, Paid Time Off, Referral Program, and Commuter Benefit (NJ Only).

Benefits Include

If annual hours are attained, these benefits may apply. Medical, Dental, Vision, Prescription, Legal Insurance, Pet Discount, Critical Illness, Accident Insurance, Hospital Indemnity, Long Term Care + Permanent Life Insurance, Identity Theft Protection, Short Term Disability Insurance, Long Term Disability Insurance, Supplemental Disability Insurance, Basic Life Insurance, Accidental Death and Dismemberment Insurance, Supplemental Life Insurance, Supplemental Spouse Life Insurance, Child Life Insurance, Loan Solution, Health Flexible Spending Account, Dependent Flexible Spending Account, Telemedicine, Virtual Primary Care, Prescription Savings Plan, Prescription Specialty Copay Assistance Program, Weight Management Program, Chronic Condition Management, Care Navigator Program, 24/7 Nurse Line, Expert Medical Opinion, Precious Additions Maternity Program, Health Advocacy, Employee Assistance Program, Digital Cognitive Behavioral Therapy, Digital Physical Therapy, Behavioral and Mental Health Platforms, Auto and Home Discount Program, Secure Travel Protection, Discount Programs, 401(k) Plan, Education Assistance, Paid Time Off, Referral Program, and Commuter Benefit (NJ Only).

Operational Context

This role is primarily technical and office-based, with occasional interaction in operational environments depending on business and system support needs.

Physical & Operational Context

May require physical effort associated with using a computer to access information, or occasional standing, walking, and lifting to support day-to-day activities. Effective communication, vision, and hearing are essential for safety and productivity. Operate scanners, tablets, radios, phones, computers, and other required equipment. Additional work hours may be requested to support projects, operational priorities, technology deployments, or critical incidents. Attend in-person meetings and training sessions regularly. Work independently and collaboratively in a fast-paced environment while managing competing priorities and service commitments.

Additional Information

Job functions may vary based on operational requirements. This description outlines the primary duties and responsibilities associated with the role but is not intended to be an exhaustive list. Reasonable accommodation may be provided to enable individuals with disabilities to perform essential job functions. This job description may not encompass every task necessary to successfully perform the position.