IT Service Desk Lead

The IT Service Desk Lead is responsible for overseeing daily IT support operations, ensuring efficient service delivery, and driving continuous improvement across the helpdesk function in a Microsoft centric environment.

Requirements

• Lead daily IT support operations across office and field teams, ensuring timely resolution of issues and minimal business disruption, utilizing ITIL best practices.
• Serve as the primary escalation point for complex technical problems and high-priority service requests.
• Own and evolve ITSM processes (incident, service request, change and problem), document repeatable procedures, and lead support-related projects.
• Manage and optimize the service request lifecycle, ensuring timely fulfillment, process efficiency, and alignment with ITIL best practices of user requests in alignment to enhance user experience and operational performance.
• Coordinate and oversee change management activities, ensuring proper assessment, approval, and communication of changes to minimize risk and disruption to IT services.
• Drive problem management processes by identifying recurring issues, performing root cause analysis, and implementing long-term solutions to improve service stability and reduce incident volume.
• Lead and report to management on a regular cadence.
• Lead support center projects, integrating new technologies and driving successful implementation.
• Manage the lifecycle of user-facing technology, maintain accurate asset inventory, and enforce IT security protocols.
• Take ownership of support issues, engaging other internal / external expertise as required.
• Ability to communicate complex technical information to all stakeholders, including those who do not have a technical background.
• Continuously educate employees and equip them with essential IT tools and best practices.

Benefits

• Multiple paid time off benefits
• Various health insurance options
• Retirement benefits