Service Desk Team Lead [Remote]

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Desk Team Lead based in United States.

This is a key IT leadership role responsible for overseeing day-to-day service desk operations and ensuring high-quality technical support across a global user base. You will lead a team of IT support professionals, driving performance, consistency, and continuous improvement in service delivery. The role combines hands-on operational oversight with people leadership, requiring strong coordination, escalation management, and stakeholder engagement. You will ensure incidents and service requests are resolved efficiently, meeting SLAs while maintaining a strong customer experience. In addition, you will act as a subject matter expert for service desk processes, tools, and best practices. The environment is fast-paced, collaborative, and globally distributed, requiring adaptability and strong communication across time zones. This position offers the opportunity to shape service standards while contributing to broader IT initiatives and digital transformation efforts.

Accountabilities:

• Lead, coach, and support a team of IT service desk professionals to deliver high-quality, customer-focused technical support
• Oversee daily service desk operations, ensuring timely resolution of incidents and service requests in alignment with SLAs and OLAs
• Manage ticket queues, workflows, and resource allocation to ensure efficient handling of support demand
• Act as the primary escalation point for complex technical issues affecting end users across global teams
• Develop and maintain service desk documentation, including knowledge base articles and standard operating procedures
• Monitor service performance metrics, produce regular reporting, and drive continuous improvement initiatives
• Collaborate with internal IT teams and external vendors to ensure seamless service delivery and issue resolution
• Support ICT leadership in planning and executing IT initiatives and operational improvements
• Ensure consistent communication and high-quality customer service across all user groups and stakeholders

Requirements:

• 5+ years of experience in IT support or service desk environments, including prior leadership or senior-level responsibilities
• Strong knowledge of ITIL frameworks and service management best practices
• Experience supporting global users across multiple time zones in a structured IT environment
• Hands-on technical expertise with Windows, macOS, iOS, and Microsoft 365 administration
• Familiarity with tools such as Microsoft Defender, Intune/Autopilot, SharePoint, and Teams administration
• Experience with ticketing systems and IT service management platforms (e.g., Jira Service Management or similar)
• Strong troubleshooting, analytical, and problem-solving skills with a focus on root cause resolution
• Excellent communication and stakeholder management skills across technical and non-technical audiences
• Ability to prioritize workloads, manage pressure, and maintain service quality in fast-paced environments
• IT certifications such as ITIL, Microsoft, CompTIA (A+, Network+, Security+) are highly desirable

Benefits:

• Competitive compensation aligned with senior IT service desk leadership roles
• Comprehensive medical, dental, and vision insurance coverage
• Opportunities for professional development and IT certification support
• Exposure to global IT operations and enterprise-scale systems
• Inclusive and collaborative work environment focused on continuous improvement
• Career growth opportunities within IT operations and infrastructure leadership
• Stable full-time role with structured performance and development frameworks
• Opportunity to influence service standards and operational excellence across the organization

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.