IntePros
Service Desk Lead
We are seeking a Service Desk Lead to oversee daily IT support operations and deliver high-quality technical services across a dynamic organization. This role is ideal for someone with a background in service desk environments, team leadership, and incident management-someone passionate about improving user experience, optimizing support workflows, and mentoring IT support staff.
This position offers the opportunity to join a collaborative IT team focused on operational excellence and continuous improvement. You will work closely with IT leadership, end users, and cross-functional teams to ensure seamless resolution of technical issues and the delivery of consistent, reliable support services.
Key Responsibilities
Lead and mentor the IT Service Desk team to ensure timely, professional, and effective customer support.
Monitor and manage the service ticket queue, ensuring incidents and service requests are prioritized and resolved within SLA timelines.
Act as an escalation point for complex technical issues and coordinate cross-team collaboration for resolution.
Develop and maintain documentation, including knowledge base articles, procedures, and performance reports.
Analyze support trends and recommend improvements to enhance service quality and efficiency.
Coordinate coverage schedules and manage team workload to ensure balanced, round-the-clock support.
Support IT onboarding and offboarding processes, including user accounts, hardware provisioning, and software setup.
Top Required Skills
Team Leadership
- Proven experience managing support staff and fostering a customer-first service culture. Technical Proficiency
- Strong knowledge of Windows, Mac, and Chrome OS environments; familiarity with networking and system troubleshooting. Incident & Request Management
- Expertise with ITSM tools like ServiceNow or Zendesk to manage and improve ticket workflows. Skills & Experience Required 3-5 years of experience in IT support, including at least 1 year in a leadership or supervisory role. Associate's or Bachelor's degree in Information Technology or related field (or equivalent work experience). Excellent communication and problem-solving skills for working with users and internal stakeholders. Familiarity with Active Directory, Google Workspace, and enterprise security protocols. Experience developing and maintaining service desk processes and performance metrics. Bonus: ITIL Foundation certification and experience with MDM or hybrid IT environments. Why This Role? This is a unique opportunity to lead a dedicated service desk team and help shape the user support experience across a growing organization. You'll play a key role in driving process improvements, building team capabilities, and ensuring that IT support aligns with evolving business needs. The role offers visibility, growth potential, and the chance to make a meaningful impact on both people and technology.
- Proven experience managing support staff and fostering a customer-first service culture. Technical Proficiency
- Strong knowledge of Windows, Mac, and Chrome OS environments; familiarity with networking and system troubleshooting. Incident & Request Management
- Expertise with ITSM tools like ServiceNow or Zendesk to manage and improve ticket workflows. Skills & Experience Required 3-5 years of experience in IT support, including at least 1 year in a leadership or supervisory role. Associate's or Bachelor's degree in Information Technology or related field (or equivalent work experience). Excellent communication and problem-solving skills for working with users and internal stakeholders. Familiarity with Active Directory, Google Workspace, and enterprise security protocols. Experience developing and maintaining service desk processes and performance metrics. Bonus: ITIL Foundation certification and experience with MDM or hybrid IT environments. Why This Role? This is a unique opportunity to lead a dedicated service desk team and help shape the user support experience across a growing organization. You'll play a key role in driving process improvements, building team capabilities, and ensuring that IT support aligns with evolving business needs. The role offers visibility, growth potential, and the chance to make a meaningful impact on both people and technology.