Description:
As a Lead IT Service Desk Specialist, you will serve as a member of the IT Operations team, providing frontline technical support while helping lead and mentor the Service Desk function. In this role, you will balance hands-on technical troubleshooting with day-to-day oversight of Service Desk operations, ensuring high-quality support and an excellent employee experience across the organization.
The ideal candidate is a collaborative technical lead with strong customer-service instincts, excellent communication skills, and a passion for mentoring others and improving IT support processes in a fast-paced environment.
Key Responsibilities
- Provide Tier 1 and Tier 2 technical support by troubleshooting and resolving issues submitted through the IT ticketing system
- Manage and resolve service desk tickets in a timely manner, coordinating with employees to identify root causes and implement solutions
- Serve as an escalation point for complex technical issues while maintaining ownership through resolution
- Lead day-to-day Service Desk operations, helping prioritize workloads and ensure timely response and resolution of support requests
- Mentor, train, and support Service Desk team members, promoting technical growth and strong customer-service practices
- Monitor ticket queues, team performance, and support metrics to help maintain service levels and improve operational efficiency
- Collaborate with other members of the IT team to diagnose and resolve advanced technical issues
- Assist with documenting support procedures, knowledge base articles, and operational best practices
- Identify opportunities for process improvement and help implement enhancements to the end-user support experience
- Escalate issues as needed while maintaining clear communication with employees and stakeholders
What You Will Get To Do
- Lead and support daily Service Desk operations in a dynamic IT environment
- Provide hands-on technical support while mentoring and developing junior Service Desk team members
- Work with and support technologies including Okta, Google Workspace, Microsoft 365, Netskope, Cisco Meraki, KnowBe4, JAMF, and Intune
- Partner closely with Infrastructure, Security, and Business Operations teams to support company-wide technology initiatives
- Help drive operational improvements, documentation standards, and support best practices
- Develop insight into how IT Operations supports and enables the broader business
Key Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field preferred, or equivalent practical experience
- 7+ years of experience in IT support, Service Desk, or IT Operations roles
- Experience supporting Tier 1 and Tier 2 technical environments in a professional organization
- Prior experience mentoring, leading, or managing Service Desk team members preferred
- Strong customer service skills with the ability to communicate effectively with both technical and non-technical users
- Excellent written and verbal communication skills
- Ability to prioritize tasks, manage competing priorities, and operate effectively in a fast-paced environment
- Professional demeanor with strong interpersonal, leadership, and teamwork skills
- Strong troubleshooting and problem-solving capabilities across a variety of technologies
- Working knowledge of Windows and macOS operating systems, as well as mobile platforms (iOS and Android)
- Experience with identity management, endpoint management, and SaaS application support
- Experience with Google Workspace, preferred