Service Desk Lead

Job Description

Job Description

Position Overview

We are seeking a Service Desk Team Lead to oversee our Technical Service Consultants within our Managed Services practice. This individual will be responsible for leading daily support operations, managing ticket queues, maintaining SLA compliance, and ensuring exceptional client experience. The ideal candidate combines strong technical support experience with leadership ability and a proactive approach to identifying service and sales opportunities.

Key Responsibilities

Team Leadership

· Lead, mentor, and develop Technical Consultants

· Conduct regular performance coaching and ticket quality reviews

· Facilitate daily stand-ups and team meetings

· Support recruiting, onboarding, and training of new team members

Queue & Operations Management

· Manage and prioritize service desk ticket queues

· Ensure SLA adherence and timely issue resolution

· Act as escalation point for service desk team

· Monitor KPIs including response times, resolution times, and CSAT

· Drive continuous process improvement

Client Experience

· Ensure high-quality client communication and professionalism

· Address client escalations and service concerns

· Identify recurring issues and recommend long-term solutions

Inside Sales & Growth Support

· Identify upsell opportunities during support interactions

· Support account management team with service expansion initiatives

· Contribute to revenue growth through proactive service recommendations

Requirements

Qualifications

· 5+ years IT support experience (MSP experience preferred)

· Prior team lead and supervisory experience

· Strong understanding of ticketing systems and SLA management (preferred)

· Excellent communication and client service skills

· Comfortable identifying and supporting sales opportunities

· Strong organizational and problem-solving skills

Duties:

· Manage daily ticket queue & workflow

· Ensure SLA compliance

· Conduct QA on tickets

· Coach technical resources for growth and client communication

· Run daily/weekly huddles

· Monitor CSAT

· Address escalated customer concerns

· Ensure professionalism & consistency

· Identify recurring issues and recommend improvements

· Identify upsell opportunities from tickets

· Support account managers

· 5+ years IT support experience (MSP preferred)

· 1–3 years leadership and supervisory experience

· Comfortable with KPIs and metrics

· Customer-facing communication strength

· Basic sales comfort (not necessarily a hunter, but opportunity-aware)

"The salary range for this position is $70,000–$80,000, and final offer will be based on experience, skills, and qualifications."

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources