Service Desk, Team Lead

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.

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

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

Expectations

• Demonstrate consistent leadership through accountability, professionalism, and reliability.
• Set the tone for high-quality customer service and ensure team interactions reflect that standard.
• Maintain strong technical proficiency to assist with escalations and support technician growth.
• Communicate effectively with team members, peers, and management, both verbally and in writing.
• Take initiative in identifying process gaps and proposing improvements.
• Ensure ticket handling is timely, accurate, and aligned with SLAs and documentation standards.
• Foster a collaborative, inclusive, and respectful team environment.
• Balance hands-on support duties with team supervision without compromising either.
• Stay organized and manage priorities across multiple tasks and stakeholders.
• Represent the service desk professionally in meetings, escalations, and cross-team efforts.

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

Position Type and Expected Hours of Work

• Full-Time
• Hybrid
• 40 hours per week
• Monday through Friday
• Requires some afterhours time
• When hours exceed the standard workweek due to these meetings or occasional escalations, equivalent time off during the week will be provided to balance the schedule

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.