IT Service Desk Lead

Tri-City Group is currently hiring an IT Service Desk Lead in Davenport, IA. This position is responsible for delivering daily end-user support across the organization. This role oversees service desk operations, service level performance, end-user satisfaction, and the development of service desk technicians to ensure employees receive timely, accurate, and professional technical support.

Essential Duties:

• Oversee daily service desk operations, including ticket queue management, assignment, and escalation.

• Monitor ticket volume, aging, and backlog, and reallocate work to maintain service level commitments.

• Establish, monitor, and report on service level agreements for response and resolution times.

• Track and report service desk performance metrics, including first-contact resolution, reopened tickets, and end-user satisfaction.

• Serve as the primary escalation point for complex, sensitive, or high-visibility end-user issues.

• Monitor end-user satisfaction, follow up on negative feedback, and address recurring sources of dissatisfaction.

• Provide day-to-day direction, coaching, and technical guidance to service desk technicians.

• Coordinate technician scheduling and coverage, including after-hours and on-call rotations.

• Participate in the hiring, onboarding, and ongoing training of service desk staff.

• Conduct quality review of ticket documentation, resolution accuracy, and customer communication.

• Develop and maintain service desk procedures, escalation paths, and knowledge base content.

• Identify recurring incidents and partner with engineering and application teams to pursue permanent resolution.

• Coordinate with infrastructure, applications, and security teams on incidents that span multiple groups.

• Support end-user device deployment, imaging, inventory, and lifecycle activities.

• Communicate outages, planned maintenance, and system changes to end users in advance where possible.

• Resolve escalated technical issues directly as workload and staffing require.

• Identify and create automation and self-service opportunities to reduce repeat ticket volume.

Competencies:

• Critical thinking & problem solving

• Ability to research and solve issues independently

• Good interpersonal skills & collaboration

• Excellent written and verbal communication skills

• Dedication to process improvements

• Maintain accurate system documentation

• Customer service orientation

• Patience and professionalism under pressure

• Ability to coach and develop team members

• Organization and prioritization across competing requests

Required Education and Experience:

• Degree in Information Technology, Computer Science, or a related field preferred but not required; equivalent hands-on experience in a related role will be considered in its place

• Minimum of 4 years' experience in IT service desk or end-user support, including time in a lead, senior, or escalation capacity, or an equivalent combination of education and experience related to this position

• Working knowledge of service desk ticketing systems and service level management

• Experience supporting Windows operating systems, Microsoft 365, and common business applications

• Experience with end-user device deployment, imaging, and troubleshooting

• General knowledge of networking, identity, and access concepts

• Experience working in a SOX-compliant environment preferred

• Proficient in MS Office Suite

All job offers are contingent upon the successful completion of a drug screen and reference check. Tri-City Group is an equal opportunity employer.

Department

Information Technology

Employment Type

Full-Time

Minimum Experience

Experienced