Description:
The Service Desk Team Lead is a hands-on technical leader responsible for overseeing the
daily operations of the service desk team. This role ensures high-quality IT support is
delivered consistently to end users, while also mentoring team members, managing
escalations, and driving continuous improvement in service delivery.

PREFERRED QUALIFICATIONS AND EXPERIENCE

• 3+ years of IT support experience, with at least 1 year in a senior or lead role
• Experience supervising or mentoring a team in a fast-paced service desk environment
• Familiarity with ITSM platforms such as Autotask, ServiceNow, or ManageEngine
• Working knowledge of Windows OS, Office 365, Active Directory, and remote support tools
• Understanding of ITIL principles and service management best practices
• Strong troubleshooting skills across hardware, software, and basic networking
• Excellent communication, interpersonal, and conflict resolution skills
• Experience in a Managed Services Provider (MSP) environment is a plus
• Ability to analyze metrics, report on team performance, and drive improvements
• Relevant certifications such as ITIL Foundation, CompTIA A+, or Microsoft certifications are a bonus

EDUCATION

• Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred
• Equivalent work experience in IT support or service desk leadership may be considered in place of formal education
• Technical certifications such as CompTIA A+, Network+, Microsoft 365, or ITIL Foundation are preferred but not required

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

• Prolonged periods of being in a stationary position while working on a computer
• Must be able to move and/or lift up to 40 pounds at times
• Must be comfortable operating a computer and/or other office productivity machinery
  Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change and/or be modified at any time

SUPERVISORY RESPONSIBILITIES

• Supervise day-to-day activities of the Service Desk team, ensuring appropriate coverage and workload balance.
• Monitor team performance and enforce adherence to SLAs, response times, and quality standards.
• Conduct regular 1:1s and team meetings to align goals, performance, and process updates.
• Identify training needs and support professional development for team members.
• Participate in the hiring process, including interviewing and onboarding new team members.
• Manage time-off requests, scheduling, and shift coverage to ensure consistent service delivery.
• Support the enforcement of operational runbook, and customer processes.
• Escalate performance issues to senior leadership
  Requirements:

RESPONSIBILITIES

• Oversee daily service desk operations to ensure timely and effective support delivery
• Supervise and guide service desk technicians, ensuring proper workload distribution and shift coverage
• Act as the first point of escalation for complex or unresolved technical issues
• Monitor ticket queues and service levels to maintain SLA compliance and high performance
• Provide coaching, feedback, and mentoring to support technician growth and development
• Maintain and improve documentation, SOPs, and knowledge base content for consistency
• Collaborate with the Service Desk Manager and other IT teams to align support and project efforts
• Assist with onboarding and training of new team members to ensure a smooth ramp up
• Support reporting and continuous improvement initiatives to enhance user experience
• Ensure team compliance with company policies, security standards, and customer service expectations