Service Desk Team Lead

Service Desk Team Lead

Portland, Oregon (OR-02) - Portland, OR 97201

About Logical Position

Pay: $75,000-$85,000/year

Logical Position is one of the fastest-growing digital marketing agencies in the U.S. with hundreds of employees nationwide. We're constantly taking home awards including Inc.'s Best Place to Work (#3), the BBB's Torch Award for Ethics, and multiple performance-based awards from Google and Microsoft.

Why You Will Love LP:

• Paid Time Off: You will accrue 14 days in your first year and increases over time with tenure.
• Volunteer Time Off: You will accrue 40 hours in your first year.
• Paid Holidays: Beginning 1/1/2026, you will receive a minimum of 7 paid holiday and 3 floating holidays awarded per anniversary year.
• Health, Vision, and Dental Insurance: Eligible on the 1st of the month following 60 days of employment, and LP will cover up to 75% for the employee premium depending on the plan that you select.
• 401(k) Match: Eligible following 90 days of employment, and LP will match 100% of the first 4% of income contributed.
• Paid Parental Leave: Eligible for up to 12 weeks.
• Paid Bereavement: Eligible for up to 5 days.
• Employee Assistance Program: Access to free and confidential coaching, counseling, work-life balance, and self-help resources.
• Flexibility to Work From Home: We have two offices—Lake Oswego, OR and Palatine, IL — but employees may choose to work from their home address.
• Remote Office Space Reimbursement: Eligible for up to $100 following 30 days of employment to improve your remote office space. LP provides you a work laptop, headset, mouse, and monitor.
• Work/Life Balance: We encourage a healthy work/life balance for all employees.
• A dynamic company with fantastic team culture atop a rapidly growing industry!

Position Details

Tasks:

• Lead a Service Desk team to deliver reliable support, high service quality, a positive customer experience, team readiness, and consistent follow-through while setting clear expectations for professionalism, efficiency, and accountability
• Manage, coach, and develop the Service Desk team through regular one-on-one meetings, performance management, timely resolution of performance concerns, and targeted training to maintain a skilled, consistent, and high-performing team
• Serve as the technical escalation point for complex or unfamiliar incidents, guide ticket prioritization based on employee and business impact, and ensure timely, high-quality resolution
• Proactively identify operational gaps and risks, develop and continuously improve Service Desk processes and workflows, and appropriately escalate matters requiring broader department leadership involvement
• Own follow-up on significant service failures by identifying root cause, addressing process or performance issues, implementing corrective action, and communicating outcomes to leadership
• Support technology asset and purchasing decisions by recommending hardware and software aligned with business needs and assisting with the tracking, maintenance, and accountability of company desktops, laptops, printers, and other devices
• Provide timely technology communications to relevant teams regarding incidents, security threats, service changes, and new technology offerings to maintain organizational awareness and transparency
• Monitor timecards for employees who clock in and out to assure accurate record keeping and prevent unauthorized overtime
• Maintain an understanding of Logical Position's managerial policies and procedures to accurately complete job responsibilities and administer new processes

Required Skills & Certifications:

• 4+ years' experience in an IT help desk or tech support environment
• Bachelor's degree or equivalent combination of education and relevant professional experience
• 2+ years of experience managing and developing a team, with demonstrated people leadership, strong written and verbal communication, sound managerial judgment with the ability to coach and hold employees accountable
• Strong analytical problem-solving skills with demonstrated ability to explain complex technical issues to both technical and non-technical audiences; ability to maintain confidentiality when handling sensitive information
• Must be familiar with service management concepts (ITIL or equivalent) and task management
• Demonstrated ability to execute change management initiatives, recognize and appropriately escalate sensitive or high risk matters
• Ability to operate effectively in a fast paced environment with changing priorities and a high expectation for individual ownership
• Strong knowledge of Microsoft Office 365 administration and ticketing systems
• Knowledge of Active Directory, identity management systems and multi-factor authentication
• Knowledge of network related technologies and concepts including VLANs, VoIP, Firewalls and VPN
• Highly organized with strong attention to detail, able to multi-task and prioritize tasks effectively
• Ability to maintain professionalism and a positive attitude in difficult situations, excellent customer service
• Portrays Logical Position's core values: Integrity, Driven, Transparent, Dynamic, Collaborative, and Fun
• Ability to lift up to 50 pounds

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of an employee in this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of said employee. An employee may be asked to perform other duties as required.

The application window will close once a sufficient number of qualified candidates have been identified, which may occur before or after a conditional offer is made.