IT Service Desk Administrative Team Lead

Virtual Technologies Group • Manchester, NH

11d • $70,000 - $95,000

About The Position

The IT Service Desk Administrative Team Lead is responsible for the daily management and leadership of a team of 10–12 Service Desk Analysts, ensuring the delivery of exceptional and high-quality IT support services to the higher education university community. This role focuses on administrative oversight, operational efficiency, continuous process improvement, and staff mentorship to ensure all Service Level Agreements (SLAs) and performance metrics are consistently met.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 3+ years of experience in IT support, with at least 1-2 years in a formal or informal leadership/supervisory role within a Service Desk environment.
• Strong working knowledge and understanding of ITIL practices (Incident Management, Request Fulfillment, Knowledge Management).
• Proven ability to manage, motivate, and develop a team of technical support professionals.
• Experience using: Service Now ITSM, Power BI, D2L Brightspace, Ellucian Banner, telephony solutions (RingCentral, Five9), Microsoft 365, desktops, laptops, Windows OS 10 & 11, LogMeIn Rescue.
• Team Leadership: Exceptional ability to lead by example, motivate, and foster a collaborative and respectful team environment.
• Customer-Centric Focus: Demonstrated commitment to providing outstanding customer service with excellent verbal and written communication skills.
• Problem-Solving & Analysis: High levels of initiative, critical thinking, and the ability to logically analyze situations, make decisions, and drive change.
• Technical Acumen: Solid technical background with the ability to provide clear and understandable instructions on troubleshooting hardware, software, and networking issues.
• Organizational Skills: Excellent planning, prioritization, and time management skills with the ability to maintain workflow and manage work queues effectively

Responsibilities

• Lead, mentor, coach, and develop a team of 10–12 Service Desk Analysts, fostering a culture of high performance, accountability, and customer-centric service.
• Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback to ensure staff development and adherence to service standards.
• Manage team scheduling, monitor real-time queue activity, and adjust resource allocation to ensure optimal coverage and management of all inbound contacts (calls, tickets, chat, email).
• Ensure all analysts hold suitable certifications and maintain relevant training and development plans.
• Oversee the day-to-day operations of the Service Desk, ensuring timely and effective resolution of incidents and fulfillment of service requests in alignment with established SLAs.
• Monitor and analyze service desk performance metrics (KPIs, CSAT, FCR) to identify trends, improve service quality, and drive strategic initiatives for operational improvements.
• Develop, implement, and maintain IT Service Management (ITSM) processes and procedures, ensuring adherence to ITIL best practices across all team activities.
• Act as the primary point of contact for escalated, high-priority, or complex issues, facilitating timely resolution and maintaining communication with stakeholders.
• Oversee the management of the End-to-End Incident Lifecycle, ensuring accurate logging, categorization, and closure of all tickets within the ticketing system.
• Promote and actively operate a philosophy of Continuous Improvement within the team, researching and applying better ways to effectively achieve end results.
• Serve as a liaison between the Service Desk, other IT departments, and external customers (the SNHU community) to facilitate communication and coordinate resolution for systemic issues.
• Assist in the development and review of procedures, techniques, or programs to analyze or improve the performance and efficiency of software and hardware systems.

Benefits

• VTG offers a comprehensive benefits package to meet the needs of our employees and their families.
• Benefits include medical insurance plans, dental insurance, vision insurance, health savings accounts (HSA), flexible spending accounts (FSA), life insurance, short and long-term disability insurance, paid time off and holidays, and a 401(k) with employer match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level