IT Service Desk Lead
Performance Food Group
Job Description We Deliver the Goods:
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. Functions as a team member within the department and organization, as required, and performs any duty assigned to best serve the company. Primary Responsibilities
• 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 Preferred Qualifications • Bachelor's Degree or equivalent/experience
• CompTIA Network+ Certification
• MCDST - Microsoft Certified Desktop
Support Technician Company Description Performance Food Group is a customer-centric foodservice distribution leader headquartered in Richmond, Va. Grounded by roots that date back to a grocery peddler in 1885, PFG has a nationwide network of approximately 150 distribution centers, 35,000-plus talented associates, and thousands of valued suppliers across the country. With the goal of helping customers thrive, PFG markets and delivers quality food and related products to independent and chain restaurants, schools, business and industry locations, convenience operations, healthcare facilities, vending distributors, office coffee service distributors, big box retailers, and theaters across the U.S.
- Competitive pay and benefits, including Day 1 Health & Wellness Benefits, Employee Stock Purchase Plan, 401K Employer Matching, Education Assistance, Paid Time Off, and much more
- Growth opportunities performing essential work to support America's food distribution system
- Safe and inclusive working environment, including culture of rewards, recognition, and respect
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. Functions as a team member within the department and organization, as required, and performs any duty assigned to best serve the company. Primary Responsibilities
- 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 professionalis
- 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
- Performs other duties as assigned
- Complies with all policies and standards
• 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 Preferred Qualifications • Bachelor's Degree or equivalent/experience
• CompTIA Network+ Certification
• MCDST - Microsoft Certified Desktop
Support Technician Company Description Performance Food Group is a customer-centric foodservice distribution leader headquartered in Richmond, Va. Grounded by roots that date back to a grocery peddler in 1885, PFG has a nationwide network of approximately 150 distribution centers, 35,000-plus talented associates, and thousands of valued suppliers across the country. With the goal of helping customers thrive, PFG markets and delivers quality food and related products to independent and chain restaurants, schools, business and industry locations, convenience operations, healthcare facilities, vending distributors, office coffee service distributors, big box retailers, and theaters across the U.S.
Vacancy posted 3 days ago
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