Senior Service Desk Lead

Job Description

Job Description

Position Overview

The Senior Helpdesk Operations Associate serves as the operational lead for the Helpdesk function and is responsible for ensuring the effective delivery of end-user support services across the organization. This role combines advanced technical support with service management, operational leadership, and continuous improvement. The position acts as the designated backup to the Helpdesk Manager and takes ownership of Helpdesk performance by monitoring service metrics, driving service-level agreement (SLA) attainment, improving processes, and enhancing the end-user experience. The role also provides end-user support and training while supporting endpoint technologies, Microsoft 365 services, and related technology platforms to maximize productivity and minimize system downtime.

This position will report to the Director of IT Administration.

Essential Elements

• Serve as the operational lead for the Corporate Helpdesk and act as the designated backup to the Helpdesk Manager.
• Coordinate daily Helpdesk operations, including ticket assignments, prioritization, escalation management, workload balancing, and timely user communication.
• Monitor ticket queues, backlog, aging tickets, and service requests to ensure timely resolution and compliance with established SLAs.
• Monitor, analyze, and report on Helpdesk performance metrics, including first response time, resolution time, SLA attainment, ticket backlog, reopen rate, escalation rate, first-contact resolution, and customer satisfaction.
• Identify recurring issues, service bottlenecks, and performance trends, and develop practical action plans to improve service quality and efficiency.
• Drive continuous improvement through process optimization, workflow enhancements, automation, knowledge management, and improved self-service capabilities.
• Partner with IT leadership to establish and refine Helpdesk metrics, SLAs, priorities, categories, escalation procedures, and operating standards.
• Develop and maintain Helpdesk procedures, standard operating documentation, knowledge articles, and end-user training materials.
• Support the onboarding, coaching, and mentoring of Helpdesk personnel to promote consistent troubleshooting, documentation, communication, and customer service practices.
• Lead coordination of significant end-user technology incidents, including escalation, stakeholder communication, resolution follow-up, and lessons learned.
• Maintain the Corporate Help Desk and provide support for operating systems, application installations, user access, networking issues, file services, and software applications.
• Configure, upgrade, install, and support desktop computers, laptops, printers, scanners, mobile devices, and related peripherals.
• Coordinate repair, inventory, and lifecycle management of corporate end-user hardware.
• Manage and support Microsoft Azure, Microsoft 365, Entra ID, Intune, and endpoint management services.
• Collaborate with IT infrastructure, cybersecurity, application, and project teams to resolve escalated issues and improve technology services.

Requirements

Education and Certifications

• Bachelor's degree in information technology, Computer Science, or a related field, or commensurate experience required.
• ITIL Foundation certification preferred.
• Microsoft 365, Azure, Endpoint Management, service management, or Helpdesk-related certifications preferred.
• Azure Administrator Associate, or related certification preferred.

Experience 

• 5+ years of Helpdesk, Service Desk, Desktop Support, or End User Support experience.
• Experience serving in a senior support, team lead, and operational leadership capacity, including acting as a manager backup when needed.
• Demonstrated experience managing ticket queues, escalations, service delivery operations, and user communications.
• Experience defining, monitoring, reporting, and improving Helpdesk metrics and SLAs.
• Ability to analyze service data, identify trends and root causes, and translate findings into measurable improvement actions.
• Hands-on experience with ServiceDesk Plus, ServiceNow, or a comparable IT service management platform; reporting and workflow configuration experience preferred.
• Strong troubleshooting experience across Microsoft desktop, endpoint, identity, networking, and cloud technologies.
• Microsoft Azure, Microsoft 365, Entra ID, Intune, and Endpoint management experience preferred.
• Strong customer service, communication, prioritization, coaching, and cross-functional problem-solving skills.

Physical Requirements

• Must be comfortable exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

Travel

• This is a Hybrid position requiring an average of 2 days per week in office.

Compensation And Benefits

The target base salary range for this full-time, salaried position is

$80,000 - $95,000

Individual base pay depends on work location and additional factors such as experience, job-related skills, and relevant education or training. Total pay may include other forms of compensation. In addition, we offer competitive health, dental, 401k and wellness benefits beginning on the first day of the month following the first day of employment. Please ask your Talent Acquisition Specialist for more information about our total rewards package.

What we offer:

• Hybrid and remote work environments
• Full benefits including flexible HSA/PPO medical plans, Dental, Vision, and HSA/FSA
• 401(k) w/ up to 6% company match
• Generous PTO starting at 22 days annually
• 12 paid holidays
• Parental leave
• Home office and wellness reimbursement
• Generous employee referral program
• Professional development and development planning: tuition reimbursement, continuing education & assistance obtaining professional certifications