IT Service Desk Lead

Job Description Competitive pay and benefits, including Day 1 Health & Wellness Benefits, Employee Stock Purchase Plan, 401K Employer Matching, Education Assistance, Paid Time Off, and much more Growth opportunities performing essential work to support America’s food distribution system Safe and inclusive working environment, including culture of rewards, recognition, and respect Position Purpose The Lead, IT Service Desk oversees daily service desk operations to ensure timely, effective technical support and consistent customer experience. This role monitors service levels, coordinates escalations, supports incident response, and provides day-to-day guidance, coaching, and support to Service Desk associates. Functions as a team member within the department and organization, as required, and performs any duty assigned to best serve the company. Primary Responsibilities Lead day-to-day service desk operations across assigned team Monitor ticket queues, call volumes, SLAs, and team performance Serve as escalation point for major incidents and high-priority issues Coach, mentor, and develop Service Desk Analysts Ensure adherence to processes, documentation, and service standards Drive consistent customer experience and professionalism Coordinate with other IT teams during outages and major incidents Analyze performance metrics and identify improvement opportunities Support workforce planning (scheduling, coverage, onboarding) Promote knowledge management and continuous improvement culture Resolve hardware, software, and system issues, as needed Develop and maintain knowledge base articles and documentation Performs other duties as assigned Complies with all policies and standards Required Qualifications Associate's Degree/2-Year Technical 3 - 5 years IT support experience in Service Desk/IT Support Strong understanding of ITIL processes (Incident, Request, Problem) Experience with service desk KPIs Proven ability to lead and coach teams Outstanding verbal and written communication skills Compensation $27 - $32/hr #J-18808-Ljbffr