Service Desk Lead

Inficare

Job Title: Service Desk Lead

Location: Nashville, TN (Onsite)

Job Type: Contract

Experience: 8-11 years

Job Overview

Key Responsibilities

Perform and oversee first-line diagnosis, troubleshooting, and resolution of end-user issues
Monitor ticket queues and proactively manage team workload to meet operational targets
Drive First Contact Resolution (FCR) rates and escalate complex issues appropriately
Provide remote and onsite support for desktops, laptops, mobile devices, printers, and peripherals
Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint
Manage user communications during planned maintenance, service disruptions, and major incidents
Collaborate with technical teams, resolver groups, and business stakeholders

Required Skills

Windows 10/11 and Microsoft 365 administration
Active Directory, Azure AD / Entra ID, and identity management
Basic networking: DNS, DHCP, TCP/IP, VPN, Wi-Fi troubleshooting
ITSM tools: ServiceNow, Freshservice, Remedy, or Jira Service Management
Endpoint management and remote support tools
ITIL framework knowledge and SLA management

Preferred Skills

Experience leading or mentoring a service desk team
Strong stakeholder management and escalation handling
Continuous improvement and process optimization experience

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