Technology Service Center Lead

Job Description

Job Description

The Technology Service Center Lead is a key member of the IT organization responsible for overseeing day-to-day service desk operations and delivering an outstanding end-user experience. This role drives continuous improvement initiatives and ensures help desk services are aligned with business priorities. The Lead collaborates with internal teams and external technology partners to provide responsive, high-quality service in accordance with established service level agreements (SLAs). The Technology Service Center Lead supports overall information systems planning, implementation, and administration in a variety of IT functional areas. Follows internal procedures and guidelines to troubleshoot and resolve basic IT issues across different systems and technologies, including hardware, software, and networks. Provides support to end-users, assisting with software and hardware malfunctions, setting up new equipment, and documenting and escalating issues as necessary. Installs and configures software and applies patches or updates to maintain basic IT infrastructure such as servers, workstations, and network devices. Routinely tests and monitors IT system performance to ensure system security and reliability.

Key Responsibilities

Service Desk Operations

• Lead the IT Help Desk to deliver responsive, high-quality support.
• Oversee daily help desk operations, including ticket triage and escalation management.
• Define, track, and report on SLAs and service metrics to ensure performance targets.
• Drive a culture of customer service excellence and continuous improvement.

End-User Support & Experience

• Ensure timely and effective issue resolution.
• Champion user experience by identifying pain points and implementing improvements.
• Partner with business stakeholders to understand support needs and priorities.

Process Improvement & Governance

• Standardize and optimize help desk workflows and support models.
• Implement automation and self-service capabilities to improve efficiency.
• Administer and continuously improve the IT service management platform.
• Evaluate and recommend tools that enhance support delivery and reporting.
• Collaborate with IT teams on escalations and root cause analysis.

Security & Compliance

• Enforce security policies related to access controls and user provisioning.
• Promote cybersecurity awareness by reinforcing best practices during user interactions.
• Ensure compliance with company policies, audits, and regulatory requirements.

Key Competencies

The Technology Service Center Lead combines strong technical expertise and a customer-first mindset to improve service performance, user satisfaction, and operational efficiency.

• Strong customer service orientation and communication skills.

• Data-driven mindset with experience using metrics to improve performance.

• Familiarity with identity and access management, device management, and remote support tools.

• Understanding of cybersecurity fundamentals and endpoint protection.

• Ability to prioritize in a fast-paced, multi-site environment.

• Continuous improvement and process optimization mindset.

• Ability to understand multiple perspectives and facilitate business-aligned solutions.

• Balanced confidence and humility; credibility with both IT and business stakeholders.

• Strong self-management, initiative, and follow-through.

• Ability to connect concepts and generate new insights.

• Collaborative problem-solver with energy and resilience.

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Business, or related field.
• Excellent communication and stakeholder management skills
• Minimum of 3 years of experience in IT support.
• Experience operating in a structured service desk.

Desired Certifications

• CompTIA A+ | CompTIA Network+ | CompTIA Security+ | ITIL Foundation Certification - IT Service Management | Linux Professional Institute Essentials

Desired Technical Skillset

• Administrative Support | Computer Maintenance | Computer Troubleshooting | Hardware Installation | Issue Resolution | IT Administration | IT Support | Network Monitoring | Server Administration | Software Installation | Software Maintenance | Network Troubleshooting | Issue Tracking | IT Inventory Management

Multisite Enterprise Router/Firewall configuration | Cloud-based Network Switch Administration | Enterprise Server Virtualization & VDI | SAML-Based SSO | 3rd Party MFA integration | Endpoint/Patch management | WWAN | Linux Server administration| Cloud-based Remote support & Endpoint management | VOIP Telcom Management | Microsoft 365: SharePoint, OneDrive, Entra, Intune, Azure | Familiarity with cybersecurity managed detection, response, and remediation services |

Travel:

This is a local on-site position with occasional out-of-state travel.

Equal Employment Opportunity:

MBC Companies is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, national origin, sex, age, marital status, sexual orientation, disability, political affiliation, personal appearance, family responsibilities, matriculation, or any other characteristic protected under federal, state, or local law. Each person is evaluated on the basis of personal skill and merit. MBC Companies’ policy regarding equal employment opportunity applies to all aspects of employment including recruitment, hiring, job assignments and promotions, working conditions, scheduling, educational and recreational programs.