IT Service Desk Lead

Primary Responsibilities

• Provide technical guidance, mentorship, and training to IT technicians on troubleshooting and support best practices.
• Lead resolution of complex hardware, software, and infrastructure-related issues.
• Manage incidents end-to-end, ensuring proper documentation, analysis, and resolution within ServiceNow.
• Maintain accurate and detailed ServiceNow tickets with clear troubleshooting steps and resolution information.
• Develop and maintain technical documentation, knowledge articles, and support procedures.
• Assist with complex technical requests and ensure high levels of customer satisfaction.
• Plan and coordinate technology installations, configurations, upgrades, and replacements.
• Support hardware and software maintenance activities, including warranty coordination.
• Provide technical support for meetings, events, video conferencing, and audio/visual requirements.
• Monitor and report server downtime and LAN/WAN connectivity issues.
• Perform basic LAN/WAN troubleshooting and coordinate escalations when required.
• Promote IT best practices, process improvements, and effective change management.

Required Qualifications

• High School Diploma or GED required.
• Bachelor’s degree and IT certifications such as CompTIA A+ or equivalent preferred.
• Strong understanding of IT support standards, processes, and technologies.
• Experience troubleshooting hardware, software, and network-related issues.
• Ability to perform and oversee complex installations and configurations.
• Experience with IT service management tools, preferably ServiceNow.
• Strong leadership, communication, and problem-solving skills.
• Ability to manage priorities, support users effectively, and adapt to changing business needs.