IT Service Desk Lead

About the Role

We're looking for a Service Desk Lead to serve as our primary Level 2 escalation point and the operational lead for daily service desk activities. This role blends hands-on advanced troubleshooting with oversight of daily service desk operations, ticket quality, process improvement, and service delivery performance.

This is a technical leadership role without direct personnel management, ideal for someone who loves solving complex problems, improving systems, and elevating the performance of a support team.

What You'll Do

• Level 2 Escalation: Troubleshoot advanced hardware, software, application, networking, and remote access issues.
• Ticket Queue Oversight: Monitor queues, assign tickets, and ensure SLA compliance.
• Workload Prioritization: Coordinate support activities to meet service expectations.
• Technical Mentoring: Provide guidance, coaching, and knowledge sharing to Service Desk staff.
• Ticket Quality Review: Audit documentation and ensure adherence to IT procedures.
• Metrics & Reporting: Track SLA performance, backlog, and resolution trends.
• Incident Coordination: Act as point of contact during major incidents and service disruptions.
• Onboarding/Offboarding: Lead account provisioning and deprovisioning activities.
• Vendor Escalation: Work with third-party providers to resolve complex issues.
• Knowledge Base Management: Maintain and expand IT documentation and procedures.
• Endpoint Management: Support deployments, patching, and system maintenance.
• Microsoft 365 & AD Support : Assist with administration and configuration.
• IT Projects: Participate in upgrades, implementations, and continuous improvement initiatives.

What You Bring

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)

• 3-5+ years of progressive IT support experience
• Experience as a senior technician, escalation resource, or technical lead
• Hands-on experience with Microsoft 365, Windows 11, Active Directory, and enterprise applications
• Experience managing ticket queues and service desk workflows

• Advanced Microsoft 365 administration
• Strong troubleshooting across desktop, application, network, and remote access
• Experience with AD, Group Policy, DNS, DHCP, VPN
• Familiarity with ticketing systems (NinjaOne, Jira, ServiceNow, etc.)
• Preferred Certifications: CompTIA A+, CompTIA Network+, Microsoft Certified: Azure Administrator, ITIL Foundation.
• Excellent customer service with strong organization and time management skills

What Success Looks Like

• Meeting or exceeding SLAs
• Strong ownership of complex issues
• High-quality ticket documentation
• Effective coordination of escalations
• Accurate reporting and trend analysis
• Positive technical leadership and team support
• Identifying and driving service improvements

Physical Requirements

• Ability to sit for extended periods
• Ability to lift up to 30 lbs of equipment
• Mobility to perform hardware installations

Benefits:

Paid Time Off: Vacation time plus 8 company holidays to promote work-life balance
Health Coverage: Medical, dental, and vision insurance with employer contributions for you and your dependents
Supplemental Insurance: Life insurance, short-term disability, and Employee Assistance Program
Retirement Plan: 401(k) with company matching contributions
Growth Opportunities: Professional development and career advancement support

Ready to Take the Next Step?

If you are a motivated IT service professional searching for your next career challenge, we want to meet you. Apply today and let's build something great together.